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ICT Customer Service Apprentice Chesterfield College

We are looking for a confident and outgoing individual to join our customer-focused ICT Services team within Chesterfield College. The successful candidate will be responsible for providing high levels of customer service to a wide range of stakeholders within an IT environment.

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Closing date: 13 Jan 2023

Apprenticeship summary

  • Annual wage

    £10,255.73

    16-18 years of age, the rate of pay will be £10255.73 19+ the rate of pay will be £13,191.46

  • Working week

    Monday - Thursday, 8.30am - 5.00pm Friday, 8.30am - 4.30pm

    Total hours per week: 37

  • Expected duration

    15 Months

  • Possible start date

    16 Jan 2023

  • Date posted

    26 Oct 2022

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000101397

  • Positions

    1 available

What will the apprentice be doing?

The successful candidate will be responsible for becoming the initial customer contact point for all ICT-related queries and will ensure incidents and requests are recorded accurately and resolved or escalated within agreed time frames, to ensure the customer receives the best experience possible.

Other duties include:

  • Interacting well with customers, ensuring they are kept up to date and informed at all times
  • Being the first point of call for customers, handling queries and responding appropriately
  • Providing remote and face to face support to customers
  • Recording, prioritising and responding to customer issues and concerns, in line with procedures and guidance provided by colleagues
  • Working as part of a customer service-oriented team, explaining IT issues and solutions to customers and guiding them to appropriate resources
  • Relaying feedback to the Helpdesk Manager and alerting them to urgent issues and emerging trends
  • Assisting with administration and stock control e.g. contacting external suppliers to source goods and maintaining accurate inventories
  • Playing a key role in a quality ICT service, by following processes and documentation and actively contributing to them and to the continuous improvement of the service
  • Undertaking additional responsibilities and duties appropriate to the post, as directed by the Helpdesk Manager
  • Supporting and actively promoting a commitment to the College’s Equal Opportunities policy and Health and Safety procedures

General duties:

  • Take responsibility for one’s own professional development and continually update as necessary, participating in appropriate staff development activities as required including the Professional Development Review
  • Promote a positive image of the College and the work that is carried out across its various services
  • Comply with all legislative and regulatory requirements
  • Apply the College’s own Safeguarding Policy and practices and attend training as requested
  • Show a commitment to diversity, equal opportunities and anti-discriminatory practices. The post holder is expected to comply with and promote the College’s Equal Opportunities Policy in all aspects of their duties and responsibilities
  • Carry out any other reasonable duties within the overall function, commensurate with the grading and level of responsibility of the job
  • Take an active role in the health, safety and welfare of students and staff, attending training and carrying out health and safety related activities as appropriate to the role

What training will the apprentice take and what qualification will the apprentice get at the end?

An apprenticeship allows you to earn a wage, gain valuable work experience and industry specific competence.

You will be expected to work towards the Level 2 Customer Service Practitioner Apprenticeship Standard, with support from your employer and the Chesterfield College Group.

As part of your apprenticeship, and dependent on your prior attainment, you may be required to complete maths and English Functional Skills which is an integral part of your apprenticeship.

Upon successful completion you will be awarded additional certificates of recognition for these qualifications.

What is the expected career progression after this apprenticeship?

Working alongside our experienced Desktop Support Technicians, you will also assist with deploying, maintaining and supporting classroom/office hardware and software, which will provide the foundations to progress onto a Level 3 Digital qualification

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Analytical skills, Logical, Team working, Creative, Initiative, Patience, Ability to work under pressure

Qualifications

GCSE or equivalent English (Grade 3/D or above) Essential
GCSE or equivalent GCSE Maths (Grade 3/D or above) Essential
BTEC or equivalent IT (Grade Level 3) Desired

Things to consider

Where possible, every applicant must attend an interview with Learning Unlimited prior to being shortlisted for this role and being put forward for interview with the employer Your application will be acknowledged in the first instance by telephone Please be aware that this vacancy may close before the planned closing date in the event of the position being filled or withdrawn by the employer

About the employer

The Chesterfield College Group is a leading provider of further education, higher education, apprenticeships and professional training, with a national reputation for the quality of our provision and the high standards of customer service and support we offer. Chesterfield College is located near to the town centre of Chesterfield and attracts students from across the East Midlands. The college is very much at the heart of the community it serves and provides a range of courses and qualifications that aim to offer a route into education, training and employment.

Employer

Chesterfield College

Address

Infirmary Road

Chesterfield

Derbyshire

S41 7NG

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Training

Training provider

CHESTERFIELD COLLEGE

Contact

Hannah Donald

donaldh@chesterfield.ac.uk

0345 850 1055

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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