Customer Service Desk Technician Apprentice

Retail Response

Estio Training has an exciting new opportunity for a Customer Service Desk Technician Apprentice to work in Wetherby.

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Closing date: 17 Apr 2017

Apprenticeship summary

Weekly wage

£192.30

Working week

37.5 hours, Shift TBC

Apprenticeship duration

12 Months

Possible start date

01 May 2017

Date posted

15 Jun 2016

Apprenticeship level

Advanced Level Apprenticeship

Reference number

VAC000857738

Positions

1 available

Level 3 Estio IT Apprenticeships
Customer Service Desk Technician Apprentice
Leeds, West Yorkshire
£10,000 pa
Please contact scarlett.uttley@estio.co.uk or call 01422 898 888

Estio Training has an exciting new opportunity for a Customer Service Desk Technician Apprentice to work in Wetherby.

Retail Response specialise in the provision of consistently professional, reliable and excellent value IT service solutions. Our comprehensive end-to-end retail systems implementation and support service provides a single point of contact with full responsibility for all in-store equipment throughout its complete lifecycle.

Retail Response are looking for an apprentice to liaise with:

  • End Customers and their third party service providers.
  • Retail Response field service call control and parts logistics team
  • Customer partner service centres

Working on the Service Desk and reporting to the Service Desk Manager you are responsible for providing store systems and general I.T. support to the Retail Response customer base. You are responsible for the logging of service cases, handling them within defined response times and seeing them through to resolution. You are also responsible for the provision of remote diagnostic support.

DUTIES AND RESPONSIBILITIES:

  • Using the bespoke SMS to log service calls and manage through to final resolution.
  • Monitoring helpdesk email and SMS for new calls and updates.
  • Supporting customers on system functionality, operating procedures and fault resolution.
  • Reporting on support incident statistics and trends.
  • Chasing existing open tickets to close in accordance with service level agreements.
  • Other ad-hoc duties as may be required.

Requirements and prospects

Desired skills

  • Comfortable dealing with customers over the phone.
  • Excellent telephone manner
  • A flexible work ethic, working with the business to find a suitable solution to our customer’s issues.
  • Comfortable working with problems involving hardware and software.

 

Personal qualities

  • Be polite, professional and empathetic with customers, colleagues and suppliers at all times.
  • Work together with colleagues to ensure consistent customer satisfaction.
  • Be logical in your approach to problem solving.
  • Be consistently reliable, industrious and punctual.
  • Be self-motivated and able to use your own initiative to solve 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.

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

Retail Response specialise in the provision of consistently professional, reliable and excellent value IT service solutions. Our comprehensive end-to-end retail systems implementation and support service provides a single point of contact with full responsibility for all in-store equipment throughout its complete lifecycle.

Employer

Retail Response

Address

Sandbeck Lane

Wetherby

LS22 7TW

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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
  • CompTIA A+

Estio training also offer the following optional units:

  • MCTS on Windows 7
  • MCTS on MCSA, MS Solutions Associate
  • MCITP on Windows Server 2008
  • CompTIA Network+
  • CompTIA Security+
  • MCSA Windows Server 2012

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

Amelia Hudson

Before you apply

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Closing date: 17 Apr 2017