IT Apprentice

Valuing Diversity and Inclusion At Everything Tech Group we aim to create a workforce that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability. Job purpose To act as the first point of IT support contact for all customers. To proactively resolve hardware and software issues from all incoming channels. To deliver a high level of customer service in line with set Company Service Level Agreements. To be a proactive member of the Service Desk Team and ensure adherence to all set Service Desk processes and standards. Key tasks and responsibilities Provide a professional and personal first point of contact to all customers. Provide proactive first line IT Support to all customers. Ensure all support requests and incidents via any inbound channel are properly understood and recorded on Autotask. Proactively contact and chase customers until a resolution has been achieved or the issue is escalated. Deliver exceptional Customer Service striving to achieve first time resolution. Escalate relevant and more complex work to the more experienced Service Desk Technicians after initial assessment and within a relevant timescale. Proactively manage all personal workloads, ensuring all tickets are worked within the set Service Level Agreements. Achieve the set Service Desk KPIs and Service Level Agreements. Adhere to all Service Desk technical processes and guidelines as well as company processes and standards as per the handbook. Undertake maintenance tasks for monitored systems. Prepare customer hardware or software ready for project delivery. Ensure the Autotask system is fully updated with all activity, including notes, to-dos, and knowledge bank information. Experience and personal attributes