IT Support Apprentice - 12203 Inhealth (London) Limited
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Closing date: 21 Oct 2017
Total hours per week: 37.50
Possible start date
28 Oct 2017
24 Jul 2017
Advanced Level Apprenticeship
To work as part of a driven team providing an incident management service across a 12/5 model for IT related issues with products and services defined within the IT Service Catalogue.
Act as the front-line face and voice of InHealth’s IT function to the internal customer community, representing IT in a positive manner at all times.
To provide IT support to end users as part of a pre-planned rota; answering support queries via phone or email with a high first fix ratio.
Use enhanced customer service skills to maintain a high level of customer service at all times for all support queries.
Use effective questioning techniques with end users to triage issues and ascertain the likely root cause of issues to aid successful resolution or correct escalation point.
Ensure allocation of support tickets to most relevant Support Engineer or Third Party supplier for fastest resolution.
Maintain communication with the end user during the lifecycle of the service support ticket.
Review the support ticket with the customer, post-resolution to ensure all problems have been resolved to the satisfaction of the user.
Maintain a log of consistent issues on behalf of customers and represent these in regular continuous improvement meetings to aid long-term resolution
Resolve non-technical support queries such as system password resets where agreed
Requirements and prospects
Basic understanding of IT foundations, including PC and software.
Customer Service and Relationship Building techniques.
Excellent telephone manner and face-to-face communication skills.
Relationship building skills.
Strong customer awareness & empathy.
Team working skills.
Problem solving skills.
An enthusiastic and professional attitude and commitment to learning new skills.
Someone with ideally 5 GCSE grades (C and above) or equivalent, including Maths and English.
Things to consider
About the employer
Inhealth (London) Limited
IT Systems and Networking
- L3 & L4 total: 31-39 months
- Part 1 – Level 3 apprenticeship: 13-15 months
- Part 2 – Level 4 apprenticeship: 18-24 months
Approximately 11% of training takes place in the QA learning centre classroom. 9% is done in the workplace, through online training, face-to-face meetings with your QA Technical Skills Coach, or developing your portfolio. The remaining time will be spent on your workplace activity.
Digital Industries > Infrastructure Technician
Applications for this apprenticeship are being processed by QA Limited
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Closing date: 21 Oct 2017