IT Support Apprentice. Job in Glasgow Education & Training Jobs in Scotland

About Optical Express

Optical Express are focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in their people and technology. They are Europe’s leading private provider of laser eye, premium intraocular lens and cataract surgery, looking after thousands of patients in their clinics every week. The Optical Express team work together, collectively and consistently striving for excellence, supporting and respecting each other while being committed to a culture of care, trust and integrity. This culture extends to local communities through their range of charitable and environmental projects.

What will I be doing?

• Assess and respond to incidents logged according to customer and priority needs, aiming to reach a resolution in agreement with relevant SLAs and maximise customer satisfaction.
• Log all incoming calls, chats, web and emails to the service desk.
• Ensure all information is accurately recorded in the service management tool ServiceNow.
• Ensure that incidents/requests are assigned to the correct resolver team.
• Take ownership of logged incidents/requests, tracking the progress of all calls and follow-up with the customer to ensure satisfaction with the resolutions, ensuring the incident log is accurately updated at all stages.
• Coordinate with Incident Management to ensure that service outages are correctly communicated to the business or affected users.
• Plan and prioritise workload to ensure deadlines and targets are met while following processes to provide a high-quality service to both internal and external customers.
• Develop and maintain knowledge and skills and keep up to date with new processes, procedures and developments.

What do I need to be successful?

• Passion for IT.
• Enthusiasm to learn.
• Excellent communication skills.
• Strong work ethic.
• Interest in problem solving.
• Desire to build relationships within the Service Desk Team and the wider organisation.

Salary: £20,800 per annum

Working hours: Monday to Friday, 9am - 5:30pm

Benefits:

• Great starting salary.
• Opportunity to progress internally.

Future prospects: 90% of QA apprentices secure permanent employment after completing; this is 20% higher than the national average.

Important information: This vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, providing one-to-one support. Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align to your day-to-day role. On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 8.

If you are interested in starting your career and receiving a work-based qualification at the same time, APPLY NOW!

Please be advised that this advert may close prior to the closing date stated above if a high number of applications are received. If you are interested in this vacancy, please apply below as soon as possible.