Service Desk Analyst Apprentice.

Civica Leeds

Estio Training have an exciting new opportunity for a Service Desk Advisor with Civica one of the UK’s largest Software Companies based in Leeds.

Advanced Information communications technician Level 3 (A level)

Opportunities from Civica | GetMyFirstJob

  • NAS Reference
    VAC001788815
  • Annual wage
    £15000.00
  • Hours
    40.00 per week
  • Working Week
    Working hours will be either 7am – 3pm, 8am – 4pm, 9am – 5pm, 10am – 6pm, 11am – 7pm. Rotas will change on a weekly basis after the initial training & induction period.
  • Date Posted
    09/11/2021
  • Start Date
    20/12/2021

  • Location
    Leeds
  • Expected Duration
    15 months
  • Status
    Now Taking Applications
  • Sector
    Information communications technician
  • Employment Type
    Advanced Level Apprenticeship
  • Employer
    Civica

Description of Opportunity

Estio Training have an exciting new opportunity for a Service Desk Advisor with Civica one of the UK’s largest Software Companies based in Leeds.

For more information about this vacancy please contact Rebecca Rhodes 01133500333 Rebecca.rhodes@estio.co.uk - Estio Training (Ref ID: VAC001788815)

Must be willing to work on a rota basis. Working hours will be either 7am – 3pm, 8am – 4pm, 9am – 5pm, 10am – 6pm, 11am – 7pm. Rotas will change on a weekly basis after the initial training & induction period. Delivering the Support Service: Record, manage and action customer incidents and service requests and ensure they are triaged to the correct resolver groups where appropriate. The behaviors/attitudes relevant to this are: Receive and handle customer requests for support following agreed processes and procedures Apply appropriate categorization and comments before escalating tickets to the correct resolver groups Action / resolve where supporting knowledge is available. Communicating Effectively: Demonstrate active listening and get the message across in written, verbal and face to face communications (and understand when to choose the appropriate medium). The behaviors/attitudes relevant to this are: Understand the need and importance of choosing appropriate styles and techniques – based on the situation Deliver messages effectively and confidently Excellent written communication Team Working: Work cooperatively with others in achieving customer satisfaction and team goals.  Share information and knowledge and understand how work of other teams relates to own. The behaviors/attitudes relevant to this are: Work effectively with colleagues and encourage exchange of information using MS Teams in additional to email. Engage with teams and resolver groups across the business. Engage actively by checking MS Teams for live updates and responding to posts to acknowledge receipt. Managing Customer Service Levels: Manage the performance of support service; manage customer expectations and enable effective resolution/completion of service incidents and requests. The behaviors/attitudes relevant to this are: Monitor customer/internal resolver groups and ensure Incidents and Service Requests are triaged in accordance with customer contracts. Manage individual work trays to ensure tickets are updated within agreed timeframe and resolved within SLA.
5 GCSEs grades A*-C/9-4 or equivalent (including English Language and maths)
Good Communication Skills Previous IT Support background Keen interest in IT e.g IT hobbiest
The role offers long term security and the opportunity to progress into a permanent position.
Over 30 years, we’ve built a business with a unique focus. Software that helps sustain and enhance public services around the world. Backed by the direct experience of many of our people working in the public sector, Civica is focused on improved outcomes and building a business that will continue to deliver for communities globally. With operations in the UK and Ireland, Australia, New Zealand, India, Singapore, Canada and North America, Civica is one of Britain’s largest software companies. While our history dates back to the 1980s, the Group in its present form was established in 2001. We currently employ around 5,000 people and we’re recognised for our strong people-first culture, including accreditation to the Investors in People ‘Gold’ standard in the UK.

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