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IT Servicedesk Apprentice

10000 - 11000 GBP Per Year
Bromborough Pool


Employer description: Active Business Communications was established in 1997, and we provide the latest telecommunications systems to businesses throughout the North West. We have expertise across mobile phones, telephone systems and IT and can provide all business communication needs from a single source. Saving them time and cost helping them to become more efficient, more competitive and more profitable. Overview: You’ll work as part of the support team, providing telephone and remote support to our varied customer base. As well as provide the highest quality of service to our clients. You will be expected to maintain a high level of customer care whilst supporting our customers for their hardware, software, network and telephone equipment. Principal Responsibilities: Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress. Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards. Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA). Monitor alerting systems and respond to alerts in a timely manor Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible. Resolution and fulfilment of Incident and Service Request within the Service Levels agreed. Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager. Administration of various in-house software including account creations etc. Work within the IT Operating Model, following defined IT processes and procedures Ensure a high level of customer service is delivered Log and assign tickets and monitor workloads for the other Service Desk team members. Work closely with Engineering and Development teams in line with your responsibilities. Responsible to perform all the duties of the role on an “as needed” basis to ensure SLA’s and customer expectations are met. Develop documentation related to services, procedures and processes. Liaise with Suppliers and Third Parties. Desired skills and qualities: Able to prioritise workload. Able to meet deadlines. Well organised. A good level of business English writing skills / grammar. Good Communication Skills Being confident, positive, focused and motivated. Be able to adapt to numerous situations. High level of self-motivation with the desire to succeed. Driven to measure, improve and optimise processes and systems. Be innovative in approach and look for opportunities to improve. Drive and desire to learn and develop own career Desired qualifications & experience: At least five GCSE's (or equivalent) at Grade C or above including Maths, English and either IT or Science. Important Information: QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education. To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive ;