IT Support Apprentice

CONVERGE-IT.NET LIMITED

Reporting to the Helpdesk Team Leader, to be the 1st point of technical resource for clients with a principal responsibility of ensuring solutions to escalated client issues are achieved within SLAs and providing a sustainable resolution.

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Closing date: 09 May 2017

Apprenticeship summary

Weekly wage

£153.85

Working week

40 Hours, Shifts TBC

Apprenticeship duration

12 Months

Possible start date

23 May 2017

Date posted

24 Feb 2016

Apprenticeship level

Advanced Level Apprenticeship

Reference number

VAC000790502

Positions

1 available

Level 3 Estio IT Apprenticeships
IT Support Apprentice
Daresbury, Cheshire
£8,000/Annum


Please contact robyn.france@estio.co.uk or call 01422 898 888

Converge TS is one of the UK’s leading cloud providers to law firms. Founded in 2006, they have a solid track record of year on year growth, based on an 80% recurring revenue model and a 99% client retention rate.

They specialise in delivering one service to one sector, cloud to law firms. This enables the team to be the best that they can be, it gives their clients the confidence that they are working with industry specialists and it is what sets them apart from their competitors.

Estio Training has an exciting opportunity for an apprentice to join this rapidly expanding company. Reporting to the Helpdesk Team Leader, to be the 1st point of technical resource for clients with a principal responsibility of ensuring solutions to escalated client issues are achieved within SLAs and providing a sustainable resolution.

DUTIES & RESPONSIBITIES:

  • Ensure resolutions are achieved within SLAs.
  • Ensure a good relationship between the client and Converge TS
  • Ensure that effective change control methodologies are operated with clients
  • Agree with clients priority ranking of recorded support incidents
  • Assist in maintaining client satisfaction within the helpdesk team.
  • Ensure the achievement of targeted KPIs
  • Ensure the capture of all support incidents logged by clients or monitoring alerts.
  • Ensure all backup checks are performed on a daily basis and issues are escalated.
  • Ensure that the Knowledge base is updated with any problem / solutions found.
  • Ensure that the Helpdesk Processes are followed.
  • Ensure call lists and customer communication is maintained.

Requirements and prospects

Desired skills

  • Good and effective client interface skills.
  • Sufficient written skills to prepare documentation and contribute to knowledgebase.
  • Able to work with people at all levels. Useful to have presentation skills.
  • Identify Solutions 
  • Hardworking and good at identifying problems

Qualifications required

  • 5 GCSE’s 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 and for the right candidate a level four apprenticeship.

Things to consider

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

About the employer

Converge TS is one of the UK’s leading cloud providers to law firms. Founded in 2006, they have a solid track record of year on year growth, based on an 80% recurring revenue model and a 99% client retention rate.

Employer

CONVERGE-IT.NET LIMITED

Address

Daresbury Park

Daresbury

Warrington

WA4 4BS

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Training provider

The Estio Training IT Apprenticeship programme gives 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 Operating System Fundamentals
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+

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

The current National Minimum Wage (NMW) for Apprentices is £3.30 per hour. This applies to 16-18 year old Apprentices and those aged 19 and over in the first year of their Apprenticeship. For all other Apprentices the National Minimum Wage appropriate to their age applies. The wage for Apprentices applies to both time spent on the job plus time spent training.

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Closing date: 09 May 2017