IT Support Apprentice

QA Limited; Dorking; On-site; GBP 12,000 - 18,000; Full time

Benefits offered by this job

Social events

Free coffee and tea

Pension contribution scheme

Job summary

QA Limited is recruiting an IT support apprentice to join the helpdesk team in the UK. You will handle end-user requests via phone, email and forms, log and prioritise tickets, diagnose issues and escalate to senior engineers when needed. Entry requires 3 GCSEs (4+), Maths and English GCSE (3+).

Driving license is preferred due to location. Working hours are Monday to Friday, 9am–5pm; benefits include social events, free coffee/tea and a pension contribution scheme.

Qualifications

• 3 GCSEs (4+ in any subjects)
• Maths and English GCSE (3+ or equivalent)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship

Responsibilities

• Answer telephones and email, log calls, identify urgency and impact, ensure timely resolution of jobs
• 1st level support - solve simple queries
• Routine housekeeping on servers; eg backups, anti-virus, updates and renewals
• Grow technical knowledge and ability to solve problems and provide on-going support for clients
• Check-in orders, prepare jobs for invoicing
• Initial credit control
• Assist 2nd level support technicians
• Call clients to keep them informed of progress and ensure they are satisfied with our work
• Correctly identify customer needs and future needs and convert them into actions

Skills

Customer service

Communication

Problem solving

Team player

Learn quickly

Prioritisation

Driving license

Education

GCSEs

Maths & English GCSE

Job description

Since 2001 Allware Systems have supported a wide range of clients with their IT services throughout the UK.

Allware's organisation focus is to be customer led, by supplying solutions that meet our customer's needs. The ever-changing world of technology means that we constantly adapt our resources to support the latest technology breakthroughs and offer cutting edge solutions. We have a highly trained team of engineers on call that can help with a diverse range of problems and advise on the right solution.

Security is one of our core areas of focus and we have a number of qualified security advisors to help review existing systems and advise on how to improve security.

About the role:

We are looking to add an apprentice to be an active part of the helpdesk team. The main focus will be around IT support. You will answer end-user support requests received via email, online forms and the telephone. Working at the forefront of the support department, you will prioritise and log support requests, liaise with clients to diagnose and fix problems and elevate issues to more experienced engineers where necessary.

Responsibilities:

• Answer telephones and email, log calls, identify urgency and impact, ensure timely resolution of jobs
• 1st level support - solve simple queries
• Routine housekeeping on servers; eg backups, anti-virus, updates and renewals
• Grow technical knowledge and ability to solve problems and provide on-going support for clients
• Check-in orders, prepare jobs for invoicing
• Initial credit control
• Assist 2nd level support technicians
• Call clients to keep them informed of progress and ensure they are satisfied with our work
• Correctly identify customer needs and future needs and convert them into actions

Desirable skills:

• Self-motivated with the ability to get on well with customers
• Have a confident and professional approach to their work
• Have a commitment to learning new processes
• Good interpersonal skills
• Good team player
• The ability to prioritise work loads
• A willingness to learn new technologies
• Excellent problem solving skills
• First class communication skills (written and spoken)
• A familiarity with all versions of Windows and Office and Microsoft Server 2012 / 2022
• Due to the location, the ideal candidate will need to hold a full driving license

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.

For more information please visit the UK ENIC website.

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

Benefits:

• Social events
• Free coffee and tea
• Pension contribution scheme

Future prospects:

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

About QA:

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.