Job Description – First Line IT Technical Support Apprentice The Opportunity Our client is recruiting for a First Line IT Technical Support Apprentice to join their team in Horsham RH13. The Level 3 Information Communication Technician apprenticeship programme that we are offering, will allow you to kick-start your career in an industry that is constantly evolving, dynamic and transformational. The steps you take will provide you with valuable first-hand experience, knowledge, skills and qualification to help really drive your career forward. We are here to guide and support you every step of the way The Company We prioritise our customers above all else, placing them at the core of everything we do. In today’s business landscape, technology solutions are vital regardless of your industry. That’s why, we not only recognise this need but also strive to exceed expectations by delivering tailored solutions specifically for you. With our extensive expertise gained over 25 years of growth and solution delivery, we ensure a comprehensive understanding of your challenges and provide effective solutions. The Position Job Title: First Line IT Technical Support Apprentice Apprenticeship Course: Level 3 Information Communication Technician Apprenticeship Duration: 13 months EPA Location: Horsham RH13 Working Hours: Monday to Friday 8:30 – 17:30 Salary: £16,000 p/a Role and Responsibilities: Work with the Technical Team acting as a single point of contact for IT issues, changes and queries. Deliver training sessions, and programmes (typically one to one) to end users. Receiving, logging and managing calls from customers via telephone, online portal, email and instant messaging. 1st line end user support - troubleshooting of IT related problems. Troubleshoot networking and infrastructure issues and escalating when appropriate. If appropriate escalate unresolved calls to other members of the Client Experience Team or third parties. Log all calls in the Service Desk Call Logging system. Monitoring of customers systems using remote monitoring and management tools Performing daily checks of systems and services and reporting on the condition of these. Take full ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely, courteous and professional manner. To maintain a high degree of customer service for all support queries. Publishing support documentation to assist other members of the Technical or Client Experience Team or customers with requests for information & provide training if required. To liaise and work with external technical support teams where appropriate. Working with other members of the Client Experience Team to ensure all customer services are monitored and ensuring the team know when to escalate or action alerts. · Raise deficiencies in process and procedure with the Technical Team Lead or Client Experience Manager as soon practicably possible. Any other reasonable management requests in line with the needs of the business. Requirements for the role: Professional, presentable, approachable and courteous. Excellent telephone manner. Attention to detail and ability to listen and learn. Tenacious and willing to go the extra mile. Ability to develop technical and Client Experience skills in line with the services offered by the business. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIREMENTS Knowledge and Experience: · Working with internal and external support teams delivering technical support of IT systems, and services. · Good understanding of the delivery of structured IT Service management best practice such as ITIL. · Ownership of service requests, problems and participation in change management processes. Problem Solving: · The ability to resolve problems approaching and solving them in a logical and methodical manner following the defined and documented processes and procedures of the company. Initiative: · Perform initial incident diagnosis by reviewing supplied information and requesting further detail to proactively identify workarounds and root causes. Relationship Building and Communication : · With both internal and external customers as well as suppliers you must demonstrate excellent communication skills to develop good working relationships, trust and exhibit empathy to the situation in hand and how the issue may impact others. · Be diplomatic, understanding, pragmatic and fair when dealing with everyone that you interact with and promote this though a team approach. · Where possible coach others to develop themselves as you would wish to be coached yourself Team working: · Excellent team working, interpersonal and networking skills. Customer Service: · Above all be focused on delivering the very best customer experience and service. Eligibility Criteria Individuals must have a valid and eligible residency status to apply for this role. About ITP We help employers develop their best talent and inspire the next generation through apprenticeships, mentoring and training, we’re plugging the UK’s digital skills gap to provide a workforce for the future. If this sounds like the role for you, get in touch Once we receive your application, one of our team will be in touch to help you with the next stage. The ITP are working on behalf of a third party to advertise their vacancy. By submitting your CV, you agree to be contacted by The ITP and your information to be passed on to a third party.