Support Desk Co-Ordinator Apprentice

Originally set up in 1933 by Joseph Brand as an electrical contracting and repair business in Margaret Street W1, the company today still operates with the same guiding principle of Customer Service underpinning all its many core activities. With Headquarters still based in Margaret Street, J Brand now directly employs over 120 Staff many located regionally – and offers a nationwide-/-European service. Diversification has also enabled J Brand to flourish, with pioneering work being conducted in the late 1970s, when data communications was in its infancy. With the addition of a dedicated support desk facility, configuration centres in London and the North West of England and continued investment in personnel, J Brand is able to offer customers a total network solution for projects across technologies and vertical market sectors.

• Tech and digital professionals in London earn an average salary of £52,500 per year, so this apprenticeship could be the start of a very promising and profitable career

Reporting to the Support Desk Manager the Support Desk Co-ordinator is responsible for the effective allocation and management of incidents to field engineers, including the efficient use of logistical and field engineering resources.

The Support Desk Co-ordinator is also responsible for maintaining customer awareness and progress of nominated Incidents. The Support Desk Co-ordinator must be highly organised to manage their workload

Tasking of Field Engineers:

• Effective Allocation of Fault Calls to Field Engineers within a pre-defined geographic area
• Re-adjustment of Field Engineer work to meet both Service Levels and customer commitments

Parts Ordering:

• Effective utilisation of Logistics resources to meet cost targets

Maintaining Customer awareness of Incident progress:

• Ongoing feedback to the customer both internally and externally via voice and system updates to manage customer expectations on fault resolution
• Report Writing within the timescales to meet contract objectives
• Level 3 Information Communications Technician Apprenticeship Standard
• You will receive full training and support from the Just IT Apprenticeship team to increase your skills and knowledge
• Your training will include gaining internationally recognised Level 3 IT qualifications

Monday – Friday, 9.00am – 5.30pm. Shifts TBC