Apprentice Service Desk Engineer

4 days left

Recruiter
Anonymous
Location
Derbyshire
Salary
Competitive
Posted
26 Oct 2018
Closes
23 Nov 2018
Specialism
IT
Start Date
Immediate
Duration
Permanent
Learning Curve Group have an exciting vacancy for an Apprentice Service Desk Engineer. This is a great chance for someone who has an understanding of IT, and wants to develop their skills.

Vacancy description:

This position will provide technical support to AAG's customers within a service desk environment. A desire to learn about all areas of IT and to provide exceptional customer service is a must along with a willingness to understand the commercial goals of the business as a whole.

Responsibilities:

* Manage tickets that come in via our ticket management system, phone or email

* Log and direct tickets to appropriate queues ensuring details are clear and correct and SLAs are met

* In time provide basic Service Desk support for incidents (problem/issues) or service requests related to hardware, software, network/mainframe connectivity and application support to a wide variety of external support customers

* Record incident and status information in a timely / accurate fashion using the appropriate tools in order to communicate with and properly utilise 1st, 2nd and 3rd Level support and the account management team.

* Troubleshoot and resolve incidents and/or escalate to Level 1 and 2 support where necessary.

* Ensure target first time response rates are met as per the defined service level expectations.

* Communicate clearly, effectively and in a timely manner with customers

* Create and maintain accurate documentation and ticket updates to ensure all parties and fully informed of progress of any problem/issue

* Learn all areas of the engineering support AAG provides and work in a flexible manner to be hands on with customer requirements as necessary (i.e. testing and other project related tasks)

* Work with Integrity to learn and complete Level 3 qualification in good time

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