IT Support Apprentice

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IT Support Apprentice

Apply From: 25/01/2025

Learning Provider

Delivered by VELOCITY 1ST LIMITED

Employer

Velocity Academy

Vacancy Description

Your duties and responsibilities in this role will consist of:

• Provide IT advice, guidance, and technical support to all customers (via various engagement channels) which includes O365, Teams, hardware, user devices and desktop applications, software/business applications, etc., using remote management tools where appropriate so that incidents are resolved in a timely manner.
• Provide excellent customer service as the first point of contact for all IT-related service requests.
• Strong communicator in providing detailed written responses to people’s requests, as well as clear articulate verbal responses when required.
• Ensure all incidents and service requests are accurately recorded and actioned, maintaining contact with customers throughout the process.
• Maintain service desk records, asset registers and a knowledge base, ensuring all data is recorded accurately following data recording requirements and is up to date.
• Act as a customer advocate, taking ownership and appropriate action regarding the enquiry, including investigation and prioritisation through to resolution, or where necessary passing to appropriate colleagues in other teams.
• Knowing the right time to escalate issues to avoid delays in resolution.

Key Details

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