Location: UK - London | Job-ID: 210713 | Contract type: Fixed Term Contract | Business Unit: Information Technology
Life on the team
IT Support Apprenticeship
Salary: £19,500
Start Date: Asap 2025
Apprenticeship Qualification: Customer Service Practitioner L2 – Realise Training
Recruitment Process: Online application, CV review, Interview
Duration: 16 months FTC
Location: London (Canary Wharf)
Overview of role
Computacenter delivers a range of IT services to several customers in the London area. There is an opportunity for a Tech bar Technician role based on the HSBC contract.
The successful candidate will work in a team of IT professionals delivering a “Techbar” service to HSBC users. The role's main responsibilities include:
* Helping users with technical issues with their devices.
* Providing technical guidance and answering questions.
* Checking and fixing desk setups around the building.
* Monitoring and maintaining Service Now incident queues.
* Interacting with HSBC users to ensure loaned and leaver devices are returned.
* Ensuring customer satisfaction is a high priority.
The role will be based onsite at HSBC’s global head office in Canary Wharf.
37.5 hours per week, covering a flexible shift between the hours of 8am to 5:30pm, Monday to Friday.
Responsibilities
* Gather information through relevant business systems/tools (Service Now/Asset Management) to ensure that relevant data is recorded for reporting purposes.
* Prioritise and coordinate own and engineers' work schedules to meet business and customer needs.
* Assist users with technical issues on their devices.
* Communicate effectively with the Team Leader and team to ensure issues are raised and dealt with efficiently.
* Act in accordance with Computacenter Information Security Policies and report any potential or actual security events or risks.
* Advise and provide support to customers to resolve queries and escalate where appropriate.
* Manage user interactions while visiting the Techbar.
* Be flexible and adaptable to changing business needs and comply with reasonable management requests.
* Maintain knowledge and ensure scheduling best practices are adhered to.
Performance Indicators
* Ensure the department meets SLA performance targets.
* Maintain and improve customer satisfaction levels.
* Understand and adhere to policies and procedures.
* Demonstrate relevant behaviors aligning with company and customer expectations.
Knowledge, Skills & Experience
* Good working knowledge of Microsoft applications.
* Ability to learn new systems and adopt/follow processes.
* Plan and organize own workload.
* Proven experience of high standards of customer service.
* Good administrative experience, attention to detail, and accuracy of data.
* Excellent interpersonal, literacy, and numeracy skills, with the ability to build relationships at all levels.
* Able to work efficiently during busy periods at the Techbar.
* Achieved a minimum of 2 GCSEs, including both Maths and English Language GCSE grade 4/C or above.
* Strong communication and organization skills with a desire to learn and achieve.
* Confident in using computer software, including Microsoft Office.
Please note that for successful applicants, offers will be conditional on passing additional eligibility checks with our training provider Realise, including a Maths and English assessment and a review of previous qualifications. Due to the funding requirements of the apprenticeship, applicants must not already hold a Customer Service qualification at L2 standard, GNVQ, BTEC, or equivalent qualification to be eligible for this program.
About us
Computacenter is a leading independent provider of IT infrastructure services. We work at the heart of digitization, advising organizations on IT strategy, implementing the most appropriate technology, and managing our customers’ infrastructures.
We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities, and strengths who want to live our shared value of teamwork and performance.
Interested in joining a company with a strong sense of community?
We’re growing. We’re hiring. We encourage. We empower. We support.
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