Apprentice IT Service Desk Engineer
etiCloud Ltd
About the Role
In this role you will be the first point of contact for our customers, promptly handling their queries both over the phone and via our ticketing system. This role is perfect for individuals who are looking to start a career in IT and build up their enterprise tech skills in a supportive environment.
Responsibilities:
- Answer support calls promptly and handle them in accordance with our documented processes.
- Record and prioritise customer queries in a ticketing system ensuring adherence to SLAs.
- Build and maintain customer relationships.
- Diagnose and troubleshoot a wide range of technical issues providing resolutions or escalating where appropriate.
- Actioning change requests for user accounts and systems.
- Deploy and maintain a wide range software on customer systems.
- Contribute to and help maintain our internal knowledge base.
- Educate users on how to use various software and systems.
- Maintain a strong knowledge of our companies’ services and products to help effectively and efficiently respond to customers queries.
etiCloud offer successful and structured career progression routes. Our Apprentice Service Desk Engineers develop their technical IT skills and progress into our 1st and 2nd line Engineering teams, with a long term plan to specialise in Infrastructure, Software, Security, or DevOps. We also offer continued learning opportunties through higher level apprenticeships and external training.
About the Training
The training schedule is made up of remote learning session, assignments, and classroom based study.
About the Employer
Skills Required
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Presentation skills
- Administrative skills
- Number skills
- Analytical skills
- Logical
- Team working
- Initiative
Training Provider
QA LIMITED
Course/Training
Information communications technician (level 3)