Support Desk/Helpdesk Apprentice FRAMA UK LTD

The role of the Support Desk Apprentice will involve supporting our internal and external customers to resolve any technical issues. You will be trained on a range of products both software and hardware from within the Frama UK product range.

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Closing date: 04 Jun 2023

Apprenticeship summary

  • Annual wage

    £12,000.00

  • Working week

    Monday - Friday 9.00am - 5.30pm

    Total hours per week: 37.5

  • Expected duration

    18 Months

  • Possible start date

    12 Jun 2023

  • Date posted

    10 Jan 2023

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC1000120136

  • Positions

    1 available

What will the apprentice be doing?

We are seeking to appoint an apprentice to work in our expanding support desk team. The duties expected to be carried out in this position are:

  • Take inbound calls from our customers who may be experiencing technical issues
  • Log details of the call
  • Issue a ticket number and escalate if needed internally
  • Use of all MS office systems. Word, Excel, Office, Power Point etc.
  • Recording data as required
  • Reports etc.
  • Training on and use of our own technology products
  • Telephone procedures, systems and message procedures
  • The use of the Frama CRM system
  • Speaking with internal and external customers
  • Product training and procedure training will be given
  • GDPR training and use in our business of data
  • Escalation procedures for technical issues
  • Correct manual handling techniques

As experience grows the objective will be to assist customers technically to resolve the reported issues.

Please ask for more details at interview about how our teams work with customers and each other.

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

Information Communications Technician Level 3 Apprenticeship Standard

What is the expected career progression after this apprenticeship?

We are looking to provide sufficient training to allow the apprentice to join our support team in a full time position at the end of the training period.

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, Number skills, Analytical skills, Logical, Team working, Initiative, Patience, Enthusiasm/Motivation, Punctual

Qualifications

GCSE or equivalent English (Grade Grade 4/C or above) Essential
GCSE or equivalent ICT (Grade Grade 4/C or above) Essential
GCSE or equivalent Maths (Grade Grade 4/C or above) Essential

Things to consider

Desk based and high percentage of computer/screen work. Please tell us what do you wish to gain from the training as a Helpdesk/Support apprentice? Please tell us how you will get to work each day?

About the employer

Frama has been providing franking machines for businesses around the world for more than 45 years. It's what we do. Our mission is to help businesses increase efficiencies and productivity, through the application of cutting-edge technology and innovation. Frama is noted for its consultative approach and ability to meet the needs and wants of the individual business. This is what makes Frama the most trusted partner for business in the sector. We have the ability and the personnel to work with businesses of all sizes, and have the flexibility and speed to meet requirements for multi-site operations; bespoke requirements; and safe and secure packages for home or hybrid workers. This can be as simple as making sure you have the right franking machine at the right price to ensuring your email communications are protected from data thieves or allowing contracts to be electronically signed on any device, anywhere in the world.

Employer

FRAMA UK LTD

Address

Unit 5b Limes Court

Hoddesdon

Herts

EN11 8EP

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Training

Training provider

HARLOW COLLEGE

Contact

Kellie Tighe

ktighe@harlow-college.ac.uk

07739467348

Apprenticeship standard

Information communications technician

Level 3 (A level)

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