IT Level 3 Apprenticeship - Serbus

QA Limited; Worthing; In loco; GBP 14.000 - 20.000; Tempo pieno

Vantaggi offerti da questo lavoro

Dress down

Coffee machine

Team outings

Pension

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

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

Formazione

3 GCSEs 4+

GCSE Maths & English 3+

Strumenti

ITSM

Descrizione del lavoro

Launch your IT career with Serbus! Gain hands-on experience solving technical issues, helping users and managing systems, supported by expert guidance, training and a recognised apprenticeship.

Responsibilities

• 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 troubleshooting and fault diagnostics.
• Perform basic IT system administration tasks such as setting up new access accounts or disabling accounts.
• Complete ticket requests with a high level of diligence using the ITSM.
• Triaging tickets and assigning to correct 2nd and 3rd line resolver groups.
• Teach users to use self-service tools where appropriate.
• Maintain a customer focused approach, delivering superb value to the customer base
• Always provide excellent customer service, offering empathy and patience to customers.
• Take accountability and ownership for all assigned issues
• Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes.
• Adhere to strict SLAs agreed with the trust, particularly response and resolution times.

Required Skills

• Experience of working in a customer service role.
• Basic general fault diagnosis.
• Knowledge of ITIL.
• Excellent customer service.
• Strong communication skills.A team player who is self-motivated, enthusiastic, and keen to learn.
• Diligent with good time management skills and the ability to prioritise tasks.
• Proactive approach to work, with a positive and flexible attitude.
• Ability to work onsite at the customer base (Swandean) Monday to Friday.

Entry Requirements

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

Working Hours

9am - 5.30pm

Salary and Benefits

• Yearly salary: £17,000
• Dress down
• Coffee machine
• Team outings
• Pension

Future Prospects

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

About the Company

Serbus supports organisations operating within the UK’s critical national infrastructure: Government, Defence, Enterprise, Healthcare, Industrial, and Data Centre.

Our people are trusted to build and maintain exceptionally secure, highly resilient communications infrastructure so that the information and operations of vital services are always available whenever and wherever they’re needed.

We build the network foundations. We create communication systems on those networks, and we keep them optimised, secure and running. And we specialise in doing all of this in challenging and changeable environments.