Customer Service/First Line Support Apprentice ITC SERVICE LIMITED

The service desk 1st Line support team are responsible for being the first port-of-call to deal with IT issues by users so that we provide the level of support we have been contracted to provide allowing our customers and their business to continue working.

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Closing date: 25 Sep 2017

Apprenticeship summary

  • Weekly wage


  • Working week

    Mon-Fri 08:00-17:00

    Total hours per week: 37.50

  • Apprenticeship duration

    52 weeks

  • Possible start date

    02 Oct 2017

  • Date posted

    11 Jul 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number


  • Positions

    4 available

  • Answering telephone calls and ensure messages are communicated to the relevant person in a timely manner
  • To support the team with an efficient data entry support service ensuring data is entered accurately and in a timely fashion
  • Sending and receiving emails to customers
  • Filing and maintaining internal records
  • Store and retrieve information
  • Effective use of the support services ticketing system
  • Offer excellent customer service at all times
  • Complete any other duties requested by Supervisors and Managers
  • Sort out customers queries as quickly as possible

Requirements and prospects

Desired skills

  • Have a clear interest and aptitude for IT
  • Have excellent customer service and communication skills
  • Act in a professional manner whilst representing the Company at all times
  • Be computer literate and able to communicate clearly and concisely in written and verbal form

Personal qualities

  • Be able to work as part of a team
  • Be a self-starter with an enthusiastic attitude
  • Have a desire to succeed

Qualifications required

Employer is flexible with grades, just after the right candidate.

Future prospects

Candidates in the first year will complete their qualification in customer service, with a chance to gain an IT Level 3 qualification in the second year.

Things to consider

The current National Minimum Wage for an apprentice is £3.50 an hour. This rate applies to apprentices under 19 and those aged 19 or over who are in their first year. Apprentices must be paid at least the minimum wage rate for their age if they are aged 19 or over and have completed their first year. The minimum wage rates are £5.60 an hour for 18-20 year olds and £7.05 for anyone aged 21 and over. Apprentices are paid for their normal working hours and training that’s part of their apprenticeship (usually one day per week).

About the employer

Founded in 2006, ITC are one of the leading IT Support companies in the North East, supporting some of the most complex networks.




9 Merchant Court

Monkton Business Park South


NE31 2EX

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Training provider

Level 2 in Cutomer Service;

  • Diploma in Customer Service
  • Functional Skills (If required)
  • ERR Employment Rights and Responsibilities
  • PLTS – Personal Learning and Thinking Skills

Apprenticeship framework

Customer Service

Training provider


Applications for this apprenticeship are being processed by Zenith People Limited


Steven Welsh 0191 427 4797

Before you apply

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Closing date: 25 Sep 2017