IT Technical Support Administrator Apprentice

Recruiter
Catalyst
Location
Bowcliffe Hall, Wetherby, LS23 6LP
Salary
£15,000.00 annually
Posted
12 Apr 2019
Closes
01 Jul 2019
Ref
VAC001523751
Specialism
IT
Sector
Unspecified
Role Type
Apprenticeship, Higher
Start Date
July
Duration
Permanent
To provide 1st line (helpdesk) technical support to internal & external customers, assisting them with hardware and software problems via phone, email or onsite. This will include 1st line / basic product questions on our core and bespoke products.

Your duties and responsibilities in this role will consist of:
  • To provide technical support; answering support queries either onsite or via phone or email
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • To take ownership of user problems and be proactive when dealing with user issues
  • To log all calls on the call logging system and maintain full documentation
  • Respond to enquiries from clients and help them resolve any hardware or software problems
  • Maintain a log of any software or hardware problems detected
  • Support users in the use of Computer equipment by providing necessary training and advice
  • To allocate more complex services issues to the relevant IT Support member
  • Too arrange for external technical support where problems cannot be resolved in house
  • Work with 3rd party IT teams


Requirements and prospects

Desired skills

  • Relevant 1st line / Helpdesk support experience
  • Knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (XP / Vista / Windows 7/8/10 and Windows Server 2012-2019)
  • Experience using and troubleshooting Microsoft Office (MS Word, Excel, Outlook and PowerPoint)
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation)
  • Basic understanding of PC hardware set-up and configuration
  • Excellent telephone manner and face to face communication skills
  • MCP certification and experience of Office 365, Qlik or Netsuite would be beneficial, but not essential
  • Strong problem-solving skills and resilience


Personal qualities

  • Good communication skills
  • Great telephone manner
  • Practicalapproach and enthusiasm for learning
  • Flexible, pro-active approach
  • Responsible and hard working
  • Ability to work both individually and in a team to solve problems head-on
  • Ability to work to tight deadlines


Desired qualifications

  • 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and maths)


Future prospects

  • The role offers long term security and the opportunity to progress into a permanent position

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