Apprentice IT Support Consultant Waterdale Associates Limited

We are looking for an Apprentice to work as part of the Waterdale Support Team who provide telephone support to customers on a wide range of Sage and some Microsoft software packages. Initially, the Apprentice will work on the helpdesk, but the aim is to work towards a similar level as the experienced staff members on a wider product range.

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Closing date: 27 Aug 2017

Apprenticeship summary

  • Annual wage


  • Working week

    Monday - Friday: 8.45 - 5.30pm

    Total hours per week: 37.50

  • Apprenticeship duration

    18 months

  • Possible start date

    29 Aug 2017

  • Date posted

    31 May 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number


  • Positions

    1 available

We are looking for an Apprentice to work as part of the Waterdale Support team (currently 5people plus a Manager,reporting into the Director of CustomerServices) who provide telephone support to customers on a wide range of Sage and some Microsoft software packages.

The current team members have many years of software knowledge and experience covering a wide product range and naturally it will take a long time for the Apprentice IT Support Consultant to assimilate this.

To begin with, the Apprentice IT Support Consultant will take phone calls from customers and log the details for a triage system to pass the ticket onto a nominated person. As more experience and software knowledge is gained, to gradually start to deal with very simple tickets on nominated packages. Long term therefore to work towards a similar level as the experienced staff members on a wider product range.

Main Duties:

  • Working alongside support consultants to investigate support issues.
  • Chasing outstanding issues with hardware suppliers, and monitoring enhancement requests.
  • General support administration including cd burning and downloading software updates.
  • Resolution of basic support issues.
  • Record all support logs and related actions on the support database in a clear, understandable and accurate manner.
  • Keep the customer up to date with the progress of log investigation or resolution.
  • Liaise with our suppliers where necessary to obtain the required information or assistance to aid the resolution of a log.
  • Work in a team environment, sharing knowledge and information wherever appropriate to achieve the most efficient resolution to logs.
  • Handle the escalation of logs to Support Consultants, or the Support Manager, according to the escalation procedures laid out.
  • The company expects a professional approach from its staff in terms of contact with the customer, whether that is face to face, by telephone, fax, email or other written correspondence.
  • To carry out other duties that may be required from time to time as directed by the management.

Requirements and prospects

Desired skills

You will possess:

  • Confident and professional telephone manner
  • Organised and able to manage own time effectively
  • Flexible approach – willing and able to work on multiple issues concurrently and able to cope with change.
  • Willing to participate in the Departmental shift system when appropriate
  • Teamwork – able to work with and communicate within a small team. Whilst also able to use own initiative to work on issues individually

Personal qualities

You will have the following qualities:
  • Well presented
  • Outgoing personality
  • A real enthusiasm for learning and self-development
  • Must be prepared to work towards software certifications/accreditations, undertaking the necessary exams.

Qualifications required

Ideally you will have five GCSEs including Maths and English (or equivalent). An A Level in an IT related subject or a college based course would be desirable.

Future prospects

Excellent. This company are investing in an apprentice with the view of the right candidate securing a long term career with the company.

Things to consider

How will you travel to the workplace on a daily basis? Have you checked public transport and the costs of commuting? Do you possess the required qualifications and areas of skill? Please check your emails on a regular basis and make sure that you are contactable on the mobile/telephone number(s) you have provided - we will be using these forms of communication in order to contact you regarding your application. All applications must be made through Find an Apprenticeship. Do not contact the employer directly. If you are successfully short-listed for this role, you will have to attend more than one interview.

About the employer

Formed in 1990, Waterdale consists of CPiO, Ardent Solutions and eSpida. It holds considerable experience in delivering technology solutions to both the private and the public sector in the UK and around the world. It supports companies to improve IT performance, productivity and competitiveness, delivering agile solutions that work hard. Its expertise ranges from ERP and CRM business software solutions to more complex technical infrastructure redesign and hosting.


Waterdale Associates Limited


Unit 111 113

Fort Dunlop

Fort Parkway


B24 9FD

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Training provider

City & Guilds Intermediate Diploma in ICT Professional skills, including an industry certification (Microsoft MTA or CIW ­ Certified Internet Web Professional), together with on­site training by the employer.

TDM Wyre Academy delivers Advanced and Higher apprenticeship programmes that equip young people with the skills for a career in technology.

For those starting at Advanced (Level 3), the expected duration would be 18 months. There is an opportunity to progress on to the Higher Apprenticeship (Level 4) and then on to Degree Level.

Apprenticeship standard

Digital Industries > Infrastructure Technician

Training provider

TDM Wyre Academy

Applications for this apprenticeship are being processed by The Development Manager Ltd


Anne Pilsworth 03331010040

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Closing date: 27 Aug 2017