1st Line Support Apprentice

P.C.T.I. SOLUTIONS LIMITED

• Performs routine activities in a structured environment • Ability to follow stipulated policies, procedure and processes • Follows code of conduct and departmental standards and procedures

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Closing date: 17 Apr 2017

Apprenticeship summary

Weekly wage

£173.10

Working week

37.5 hours, shifts TBC

Apprenticeship duration

12 months

Possible start date

01 May 2017

Date posted

11 Mar 2016

Apprenticeship level

Advanced Level Apprenticeship

Reference number

VAC000799475

Positions

1 available

Level 3 Estio IT Apprenticeships

 

1st Line Support Apprentice

Castleford

£ 9,000 per annum

 

Please contact abigail.short@estio.co.uk or call 01422 898 888


Here is an exciting new opportunity for a 1st Line Support Apprentice in Castleford. This company are the leading supplier of advanced Electronic Document Management, workflow and transfer software for healthcare organisations.

 

The service desk team handles over 80,000 support incidents per year. The Team also supports the company adoption and loyalty programme by providing a proactive service to customers highlighting potential operational issues and increasingly will reach out to customers using a number of communication channels included social media, Live Chat and a customer portal.

Role Description:

The 1st Line Analyst will as a member of the 1st Line Team, effectively undertake a number of defined tasks which primarily involve inbound customer contacts/support issues. They will directly contribute to ensuring that a highly responsive, high quality service is provided to all users of the Service Desk.


Each 1st Line Analyst will be expected to meet individual and team key performance indicators, quality of documentation and customer service which will be measured on a monthly basis.

Desirables:

  • Team working experience
  • A passion for IT
  • Computer maintenance (building and maintaining computers as well as diagnosing faults)
  • Trouble shooting experience

Requirements and prospects

Desired skills

Candidate requirements:

  • Ability to work within a team environment
  • Good verbal and written communication skills with an ability to deal with customers at all levels
    • Ability to follow stipulated policies, procedure and processes
    • Works under supervision using limited discretion
    • Is expected to seek guidance in unexpected or complex situations
    • Performs routine activities in a structured environment
    • Requires assistance in resolving unexpected or complex problems
    • Uses basic information systems and technology functions, applications and processes
    • Demonstrates an organised approach to work
    • Learns new skills and applies newly acquired knowledge
    • Follows code of conduct and departmental standards and procedures
      • Demonstrates effective communication skills in dialogue with customers and colleagues

Personal qualities

  • Team working experience
  • A passion for IT
  • Computer maintenance (building and maintaining computers as well as diagnosing faults)
  • Trouble shooting experience

Qualifications required

Do you have 5 GCSE’s at grades A*- C or equivalent (including English Language and Maths)?

Future prospects

Progression:

The role 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 application may be closed early.**

About the employer

The service desk team handles over 80,000 support incidents per year. The Team also supports the company adoption and loyalty programme by providing a proactive service to customers highlighting potential operational issues and increasingly will reach out to customers using a number of communication channels included social media, Live Chat and a customer portal.

Employer

P.C.T.I. SOLUTIONS LIMITED

Address

Pioneer Way

Castleford

WF10 5QU

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Training provider

Training Provided


The 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 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

Nina Horsfall

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Closing date: 17 Apr 2017