IT Support Apprentice

QA; Scotland; On-site; GBP 21,000; Full time

Job summary

A leading training provider in Scotland is hiring for an apprenticeship role focused on IT. You will assess and resolve customer incidents, log communications, and track progress to ensure customer satisfaction. Successful candidates will have a passion for IT and excellent communication skills. The apprenticeship offers a competitive salary of £20,800 and support from mentors to help you succeed. This role is ideal for those looking to start their career in IT while gaining a nationally recognized qualification.

Benefits

Great starting salary

Opportunity to progress internally

Qualifications

• Passion for IT and a strong desire to learn new skills.
• Excellent communication skills and a strong work ethic.
• Interest in problem solving and ability to build relationships.

Responsibilities

• Assess and respond to incidents logged according to customer needs.
• Log all incoming calls, chats, web, and emails to the service desk.
• Ensure accurate information is recorded in ServiceNow.
• Track the progress of all logged incidents and follow-up with customers.

Skills

Passion for IT

Enthusiasm to learn

Excellent communication skills

Strong work ethic

Interest in problem solving

Desire to build relationships

Job description

About Optical Express

Optical Express are focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in their people and technology. Optical Express are Europe's leading private provider of laser eye, premium intraocular lens and cataract surgery. They look after thousands of patients in their clinics every week.

The Optical Express team work together, collectively and consistently striving for excellence. They support each other, respect each other and are committed to a culture of care, trust and integrity. The 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, while 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 that they are satisfied 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 ensure that a high-quality service is provided 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, and can provide 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 in particular 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.