At a Glance
- Tasks: Provide friendly IT support and troubleshoot issues for customers.
- Company: Join a growing tech company with strong industry roots.
- Benefits: Gain valuable experience while completing a Level 3 apprenticeship.
- Other info: Dynamic work environment with opportunities for career progression.
- Why this job: Kickstart your IT career and make a difference in customer support.
- Qualifications: GCSEs in English and Maths at grade 4 or above required.
The predicted salary is between 19575 - 23925 £ per year.
This is an excellent opportunity for someone looking to begin or develop a career in IT support while completing a Level 3 Information Communications Technician Apprenticeship through the Support Technician Pathway.
About the Employer: Freestyle TS was established in 2018 and has built a strong customer base of 50+ businesses, which is growing month on month. Freestyle TS delivers on the demand that comes with the ever changing IT landscape.
What You'll Do:
- Answer incoming support telephone calls in a professional, friendly, and confident manner.
- Act as a first point of contact for customers and end users experiencing IT issues.
- Communicate with users through telephone calls, email, and the helpdesk ticketing system.
- Listen carefully to users, ask appropriate questions, and gather the information needed to understand and diagnose their issue.
- Provide clear instructions and guide users through troubleshooting steps.
- Maintain a calm, helpful, and professional approach when supporting users with different levels of technical knowledge.
- Manage customer expectations by providing regular and accurate updates.
- Follow up with users to confirm that issues have been resolved successfully.
- Deliver a consistently high standard of customer service during every interaction.
- Log all support requests accurately within the helpdesk ticketing system.
- Record relevant information, including the issue, affected user, device, troubleshooting completed and resolution provided.
- Categorise and prioritise tickets in line with agreed processes and service levels.
- Monitor assigned tickets and ensure they are progressed within appropriate timescales.
- Resolve common Level 1 support issues using documented procedures and troubleshooting techniques.
- Escalate more complex or high-impact issues to senior support engineers or the appropriate technical team.
- Maintain ownership of tickets where appropriate and keep users informed throughout the support process.
- Ensure completed tickets contain clear resolution notes before closure.
- Identify recurring issues and raise them with the Helpdesk Manager or senior members of the team.
- Follow documented troubleshooting processes and contribute to the development of new support documentation.
- Provide basic first line support across hardware, software, and different applications packages.
Training Outcome: Opportunity to progress to higher level qualifications.
Skills Required:
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Analytical skills
- Logical
- Team working
- Patience
- Telephone communication
Qualifications:
- Essential - GCSE - English - 4
- Essential - GCSE - maths - 4
Course Information:
- Course: Information communications technician (level 3)
- Level: 3
- Route: Digital
- Apprenticeship Level: Advanced
Working Arrangements:
- Working Week: Monday to Friday, 09:00 to 17:30.
- Expected Duration: 1 Year 6 Months.
- Training Provider: BASINGSTOKE ITEC LIMITED.
Helpdesk Support Agent Apprentice employer: FREESTYLE IT LTD
Freestyle TS is an exceptional employer for those starting their journey in IT support, offering a supportive work culture that prioritises professional growth and development. As part of the established Freestyle Group, employees benefit from a wealth of experience and resources, while enjoying a dynamic environment that encourages innovation and collaboration. With a commitment to high-quality customer service and a focus on employee training, this apprenticeship role provides a unique opportunity to gain valuable skills in a rapidly evolving industry.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Support Agent Apprentice
✨Get Involved in Tech Communities
Dive into local tech meetups or online forums specific to IT consulting. Engaging with like-minded folks not only sharpens your knowledge but also opens doors to apprenticeship opportunities at firms like FREESTYLE IT LTD.
✨Leverage Your University Resources
Universities often have exclusive partnerships with companies for apprenticeship placements. Hit up your career services and see if FREESTYLE IT LTD is on their radar – they might even have insider info on application timelines!
✨Show Off Your Tech Projects
Create a simple portfolio showcasing any relevant projects or coursework you’ve done. This could be a website or a GitHub repo. When you apply to FREESTYLE IT LTD, having a tangible demonstration of your skills can really set you apart.
✨Join Apprenticeship Fairs
Keep an eye out for apprenticeship and career fairs focused on tech. It's a brilliant way to meet recruiters from companies like FREESTYLE IT LTD directly! Plus, you can practice your elevator pitch face-to-face.
We think you need these skills to ace Helpdesk Support Agent Apprentice
Some tips for your application 🫡
Show Off Your Tech Skills:In IT consulting, it’s all about your technical know-how. Make sure your CV highlights any programming languages, software, or tools you’ve worked with, even if it was just a school project. If you’ve completed any relevant courses or certifications, let those shine!
Think Like a Consultant:Your cover letter is your chance to demonstrate that you've got the consulting mindset. Bring in examples of how you've solved problems in the past or contributed to team projects, showing your analytical skills. Companies like FREESTYLE IT LTD want to see that you can think critically and adapt!
Tailor Your Application to IT Consulting:Don't just send the same application everywhere. For FREESTYLE IT LTD, make sure you mention their specific projects or values that resonate with you. This shows you're genuinely interested and not just sending your CV on a whim. Personalisation goes a long way!
Get Your Online Presence Right:Since you're applying for an apprenticeship, having a professional online presence is key! Consider linking to your GitHub or any tech-related projects you've been part of. It gives us a peek into your practical skills and can really make your application stand out!
How to prepare for a job interview at FREESTYLE IT LTD
✨Show Off Your Technical Know-How
In IT consulting, having a grasp of the technical tools and systems used in the industry is key. Be prepared to discuss any relevant software or methodologies you've learned about, like Agile or specific programming languages. Even if you haven't used them extensively, demonstrating your familiarity can set you apart!
✨Discuss Problem-Solving Scenarios
Consulting is all about solving problems for clients. Think about any experiences, whether from school projects or personal interests, where you tackled a challenge. Be ready to explain your thought process in detail, as this shows your analytical thinking and how you approach issues—both vital in this field!
✨Highlight Your Willingness to Learn
As an apprenticeship candidate, they're looking for potential and eagerness to grow. Make sure you convey your enthusiasm for learning new skills and adapting to new technologies. Share examples of how you've taken the initiative in the past to expand your knowledge—whether through online courses or tech clubs!
✨Be Ready for Behavioural Questions
Expect to face a few behavioural questions, where you'll need to showcase your teamwork and communication skills. Prepare examples from your experiences in school or group projects that reflect your ability to collaborate and contribute effectively. This is vital in consulting, as you'll be working with teams and clients regularly!
