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Technical Software Support Analyst Apprentice ORDERLY LIMITED

We are looking for a Technical Software Support Analyst with a real passion for ensuring customer satisfaction and learning new systems to join our support team. This role is great for a team player who is customer focused, self-motivated, with a positive attitude and looking to make their first step into the IT industry.

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Closing date: 19 Jan 2022

Apprenticeship summary

  • Annual wage

    £10,000.00 - £14,000.00

  • Working week

    Monday - Friday 9.00am - 5.30pm with a 30 minute lunch break

    Total hours per week: 40.00

  • Expected duration

    18 months

  • Possible start date

    26 Jan 2022

  • Date posted

    03 Dec 2021

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC001799074

  • Positions

    1 available

We are looking for a Technical Software Support Analyst with a real passion for ensuring customer satisfaction and learning new systems to join our support team. This role is great for a team player, someone who is customer focused and self-motivated with a positive attitude and looking to make their first step into the IT industry. You will help to assist and resolve customer queries across a range of systems while maintaining SLAs and assisting with creating high level reports to send to important stakeholders.

Key Duties and Responsibilities:

  • Take ownership of client incidents logged in the support desk and resolve these via troubleshooting, liaising with our development teams, and guiding the client through corrective steps
  • Logging of service desk tickets, ensuring all the fields are completed, assigning the correct priority status to the call
  • Maintain an agreed level of contact with the customer to deliver an exceptional level of service our customers expect
  • Work to individual and team SLA’s to ensure they are met or exceeded where possible
  • Communicate verbally and in writing to customers and other internal stakeholders
  • Be able to communicate at an appropriate level, especially where technical information may need to be interpreted in a non-technical way
  • Have excellent written skills being able to accurately and concisely log issues on our ticket system
  • Collaborate with other areas of the business as necessary, including development and quality assurance activities
  • Support the elements of the companies IT policies owned by the Technical Support team, such as access and asset management

Requirements and prospects

Desired skills

  • Ability to troubleshoot and diagnose problems
  • Strong customer service skills, both written and verbal
  • Quality over quantity focus
  • Familiarity with both IT hardware and software
  • Efficient time management skills (multi-tasking and prioritisation)

Personal qualities

  • Willingness to work independently or as part of a team

Desired qualifications

GCSE Maths and English A-C / 4-9 or Functional Skills Level 2.

Future prospects

To be discussed on completion of the apprenticeship.

Things to consider

Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

For more information please visit: https://www.gov.uk/national-minimum-wage-rates


About the employer

Since starting out in 2008, Orderly has grown from just one to a team of project managers, developers, designers, specialists. The company has gone from strength to strength, gaining large clients such as Morrisons, Starbucks, Nestle, and McCormick Schwartz. Why work for Orderly? - We’re a young, vibrant and ambitious company, aiming for very big things. We work as a close-knit team in a relaxed, yet productive environment, and hold a passion for developing talent within the business.

Employer

ORDERLY LIMITED

Address

49

Canal Street

Derby

DE1 2RJ

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Training

Training provider

Risual Ltd

Applications for this apprenticeship are being processed by Risual Ltd

Contact

Richard Yardy 07961 607887 richardy@risual.com

Information Communications Technician Level 3

Apprenticeship standard

Information communications technician

Level 3 (A level)


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