Helpdesk Technician Apprentice. Energy & Compliance Technology Ltd

Estio Training have an exciting opportunity for a Helpdesk Technician Apprentice with Compliance365, an Independent Energy Consultancy, based in Wakefield.

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Closing date: 16 Oct 2017

Apprenticeship summary

  • Weekly wage

    £7,500.00 - £10,000.00

  • Working week

    40 hours. Shifts TBC.

    Total hours per week: 40.00

  • Apprenticeship duration

    12 months

  • Possible start date

    30 Oct 2017

  • Date posted

    31 Jul 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number


  • Positions

    1 available

In this role you will ensure all customer support requests are resolved to the customers satisfaction and within the defined service level, maintaining excellent customer service. You will provide first level contact both through email and telephone communication channels and ensure that unresolved queries are escalated through the correct processes and tracked to resolution. 

Your main duties and responsibilities in this role will consist of: 

  • Completing first line support requests to the satisfaction of the customer.
  • Liaising with the customer if the request is unclear or provide further consideration.
  • Updating customer data and producing activity reports.
  • Tracking, routing and redirecting problems to correct resources.
  • Following up with customers, providing feedback and seeing problems through to resolution.
  • Ensuring documentation received is processed correctly and visible on the system.
  • Escalating issues to the team leader where required to ensure that the customer expectations are met.

Targets and key performance indicators:

  • Utilising excellent customer service skills and exceeding customer's expectations.
  • Preserving and growing your knowledge of help desk procedures, products and services. 
  • Ensuring service level performance is 100%.
  • No customer complaints. 

Requirements and prospects

Desired skills

  • Excellent time management skills.                
  • Able to prioritise workload.
  • Able to resolve IT issues.
  • Able to work on own initiative.
  • Able to work with minimal supervision.
  • Work in accordance with company policies & procedures in accordance with the company handbook.

Personal qualities

  • Time and attendance in accordance with company.
  • Respectful of colleagues at all times.
  • Smart and presentable appearance at all times.
  • Can suggest improved ways of working.
  • Professional telephone manner.

Qualifications required

  • 5 GCSEs at grades A*- C or equivalent (including English Language and Maths).

Future prospects

The role offers long term security and the opportunity to progress into a permanent position.

About the employer

Compliance365 is a specialist independent energy consultancy offering a range of energy consultancy services nationwide. Our enviable client list includes major retailers, pub chains, commercial estate agents, business transfer agents, as well as Local Government, NHS Trusts and Housing Associations. Compliance365 was named as regional winner of the Local Business Accelerators Awards which is backed by the Prime Minister and the Newspaper Society.


Energy & Compliance Technology Ltd


Mariner Court Unit 6



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Training provider

The Estio Training programme gives young people the opportunity to get hands on experience in the IT industry whilst still employed in a real paid job with no cost or debt.

Learners will receive ten weeks of intensive training. Whilst in the workplace, apprentices will also receive continual assessment, and help and guidance from a dedicated trainer who will be there to ensure that they get the most from their work experience.

This apprenticeship will give you a Level 3 Infrastructure Technician Standard with training in areas such as:

  • Functional skills, Maths Level 2 and English Level 2.
  • PC Fundamentals and & Customer Service Skills.
  • Business Processes & Network Fundamentals.
  • Cloud Services.
  • Coding & Logic.
  • ERR.
  • Networking and Architecture.

Some of these modules will include an option to take an examination in order to receive a professional certificate.

Apprenticeship standard

Digital Industries > Infrastructure Technician

Training provider

Estio Training

Applications for this apprenticeship are being processed by Estio Technology Recruitment Ltd


Luke Metcalf 01133500333

Before you apply

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Closing date: 16 Oct 2017