1st-Line IT Apprenticeship: Launch Your Tech Career

QA Limited; Worthing; Sur place; GBP 14 000 - 20 000; Plein temps

Avantages offerts par ce poste

Dress down

Coffee machine

Team outings

Pension

Résumé du poste

Serbus offers an IT apprenticeship designed to launch your career by giving hands-on experience solving technical issues, helping users and managing systems, all under expert guidance and training.

You will work on 1st line IT issues, ITSM ticketing, and basic system administration while learning in a recognised apprenticeship framework within the UK’s critical national infrastructure context.

Qualifications

• Experience in a customer service role.
• Basic fault diagnosis tasks.
• Knowledge of ITIL principles.
• Excellent customer service orientation.
• Strong communication skills and teamwork.
• Good time management and prioritisation.
• Proactive, flexible work attitude.
• Ability to work onsite at Swandean Mon-Fri.

Responsabilités

• Liaise with customers via phone, remote sessions, video conferencing and ITSM to assist with 1st line IT issues.
• Resolve 1st line issues and requests such as systems access, password resets & unlocks.
• Troubleshooting hardware issues.
• Perform basic IT system administration tasks (new access accounts, disable accounts).
• Complete ticket requests with high diligence using ITSM.
• Triaging tickets and assigning to 2nd/3rd line resolver groups.
• Teach users to use self-service tools.
• Maintain a customer-focused approach and deliver value to customers.
• Provide excellent customer service with empathy and patience.
• Take ownership for all assigned issues.
• Answer calls professionally with focus on first-time fixes.
• Adhere to SLAs for response and resolution times.

Connaissances

Experience in customer service

Basic fault diagnosis

ITIL knowledge

Excellent customer service

Strong communication skills

Team player

Time management

Proactive approach

Onsite work at Swandean

Formation

3 GCSEs 4+

GCSE Maths & English 3+

Outils

ITSM

Description du poste

Serbus offers an IT apprenticeship designed to launch your career by giving hands-on experience solving technical issues, helping users and managing systems, all under expert guidance and training.

You will work on 1st line IT issues, ITSM ticketing, and basic system administration while learning in a recognised apprenticeship framework within the UK’s critical national infrastructure context.