- GMFJ Reference
74869
- Wages
£6.66 p/h
- Hours
37.50 per week
- Date Posted
24/08/2017
- Start Date
18/09/2017
- Location
Peterborough
- Status
Now Taking Applications
- Sector
IT
- Employment Type
Advanced Level 3
- Employer
AB Foods
Description of Opportunity
The purpose of the role is to enable an effective IT support service by acting as a single point of contact for all IT issues and queries.
KEY DUTIES
- Act as a single point of contact for all IT issues and queries
- Receive and log all customer contacts via multiple channels (phone, email, chat. self-service)
- Use probing questions and defined knowledge information to accurately log the details of the customers enquiry
- Troubleshoot tickets and make accurate decisions on the right path for resolution of the customer enquiry – including concluding as a First Time Fix or assigning to 2nd or 3rd party resolution teams.
- Use appropriate technology and technical knowledge to enable the accurate and timely diagnose of issues.
- Where appropriate used personalised decisions and actions to add value by resolving the customer’s enquiry at the point of contact.
- Provides timely and accurate updates to tickets.
- Where required ensure the timely escalation of complaints to the appropriate level.
- Maintain a high standard of customer service ensuring each contact provides a delightful customer experience.
- Create and publish support documentation and knowledge information and support the Team Leader in training of new staff.
- Any ad-hoc tasks assigned by Management
For more information about this vacancy please contact Just IT Training Limited on 02035 409437 (Ref ID: 74869)
- Ability to work independently and maintain a high degree of self-motivation
- Team work skills
- Organisational skills
- Good written and oral communication skills
- High proficiency in English; both spoken and written
- General understanding of PC architecture
- Experience with desktop and server operating systems desirable
To be a Service Desk Analyst Apprentice you will need to be a tech enthusiast with 5 GCSEs (ideally A* - C) including Maths and English.
Your training will include gaining internationally recognised Level 3 IT qualifications.
- Adaptability and flexibility
- Professionalism Positive attitude and energy
- Demonstrates a passion about customer service.
- Dynamic and enthusiastic person who enjoys providing delightful customer experiences.
- An excellent listener and questioner who is able to communicate clearly across all levels.
- Projects a positive, friendly and professional persona at all times.
- Ability to take a logical approach to fault finding and problem resolution
Sound like you? Then send us an application and we will let you know if you are suitable for this position, or one of the other Apprenticeships we have available.
Over 90% of our Apprentices move on to permanent full-time employment in the tech industry. There are also opportunities to extend your training with a higher-level Apprenticeship programme. Just IT have already helped over 1000 young people kick-start their tech and digital careers with an Apprenticeship.
Sound like you? Then send us an application and we will let you know if you are suitable for this position, or one of the other Apprenticeships we have available.