IT Apprentice

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 com