IT Service Desk Apprentice

ACCENT GROUP LIMITED

The Service Desk Apprentice is a member of a team providing a professional customer-focussed service desk offering efficient call handling and resolution, taking ownership of requests and issues.

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Closing date: 17 Apr 2017

Apprenticeship summary

Weekly wage

£183.19

Working week

37.5 Hours, Shifts TBC

Apprenticeship duration

12 Months

Possible start date

01 May 2017

Date posted

25 Nov 2015

Apprenticeship level

Advanced Level Apprenticeship

Reference number

VAC000747036

Positions

1 available

Level 3 Estio IT Apprenticeships
IT Service Desk Apprentice
Baildon, Bradford
£9,526/annum


Please contact jasmine.sugden@estio.co.uk or call 01422 898 888

Estio Training has an exciting new opportunity for an IT Service Desk Apprentice with Accent Group based in Shipley, Bradford.

Accent Group have been providing high quality social housing for rent and sale for over 40 years, and remain firmly committed to providing our residents with the excellent homes and top quality services they have a right to expect. They currently own and manage over 20,500 homes across the country, which over 34,000 residents call home.

The Service Desk Apprentice is a member of a team providing a professional customer-focussed service desk offering efficient call handling and resolution, taking ownership of requests and issues.

DUTIES AND RESPONSIBILITIES:

  • Act as the owner of the service desk call on behalf of the user from initiation to completion, proactively contacting the user to provide updates and expediting progress within the team
  • Accurately record all calls on the service desk system, if possible dealing with them there-and-then, keeping the user(s) up to date as the status changes.
  • Provide initial diagnosis of customer’s calls and emails, and categorise, prioritise and record them in an accurate and timely manner
  • When applicable, use technical experience and knowledge to attempt to find an immediate fix or work-round to a reported issue.
  • When incidents are resolved contact the customer to ensure that they are satisfied with the resolution.
  • When necessary, pass logged service desk calls to other internal ICT support teams or third party support for further analysis and resolution. Oversee progress
  • Advise affected users when there is a change of status of any of our systems
  • Deal with user’s difficulties and requests in a sensitive and courteous manner, resolving calls during the initial contact where possible
  • Be the primary source of assistance to local office and schemes
  • Develop FAQ help-sheets and bite-size e-Learning for our users for commonly reported issues
  • Maintain our software and hardware asset register in line with any changes or work performed
  • Order goods, supplies and services, where appropriate.
  • Process invoices and maintain financial records.
  • Provide phone cover in line with rota to initially diagnose customer’s calls and emails, and categorise, prioritise and record them in an accurate and timely manner.

ADDITIONAL DUTIES:

  • To perform any other duties as reasonably requested.
  • Organise own work through the service desk
  • Contribute to the safety and security of the office environment
  • Set up and ensure the smooth operation of facilities for training, demonstrations, seminars and workshops
Some business travel will be necessary. This role includes on-call support on a rota-basis to cover the ICT service hours which are currently 08:00 -18:00 Monday to Friday excluding bank holidays

Requirements and prospects

Desired skills

  • Self-motivated, organised, excellent listening skills & superb communication skills
  • Excellent telephone manner, rapid learning capabilities with a flexible analytical approach
  • Must possess a positive attitude and be a team player
  • Good customer service skills and have a helpful demeanour
  • Able to use own judgement and initiative to take ownership of a problem and deal with appropriately
  • Able to record information accurately
  • Able to remain calm under pressure

Qualifications required

  • Minimum 5 GCSE’s Grade C+ (including Maths)
  • Computing related college qualification (if appropriate)
  • A-Levels (Computing, Maths, Business Studies - if appropriate)

Future prospects

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

Things to consider

**Please note these dates should be used as a guideline only, should the right applicant be found the vacancy may close earl.**

About the employer

Accent Group have been providing high quality social housing for rent and sale for over 40 years, and remain firmly committed to providing our residents with the excellent homes and top quality services they have a right to expect. They currently own and manage over 20,500 homes across the country, which over 34,000 residents call home.

Employer

ACCENT GROUP LIMITED

Address

Charlestown House

Acorn Park Industrial Estate

Charlestown

Shipley

BD17 7SW

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Training provider

The Estio Training IT Apprenticeship 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 seven 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.

Training will lead to industry-recognised qualifications including:

  • Advanced apprenticeship for IT, Software, Web and Telecoms Professionals
  • Level 3 Diploma in Professional
  • Competence for IT and Telecoms Professionals
  • BTEC Level 3 Extended Diploma in ICT Systems and Principles
  • Functional skills, Maths L2, English L2 and ICT L2
  • PLTS and ERR
  • Estio training also offer the following optional units:
  • Microsoft MTA - Networking Fundamentals
  • Microsoft MTA – Windows Devices & Mobility Fundamentals
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+
  • CompTIA Server+

Apprenticeship framework

IT, Software, Web & Telecoms Professionals

Training provider

Outsource Training Development

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

Contact

Abigail Short

Other information

Although not mandatory, it is desirable that the successful applicant has an interest in computing, internet technologies, social media etc.

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Closing date: 17 Apr 2017