We’re currently looking for an apprentice to work in our Managed Services team.  Take a look at the details below and contact David Thomas on 01392 207194 if you’d like the opportunity of working with us.  It’s a great opportunity to develop a range of business administration skills.

Summary
The primary role of the Service Desk Administrator Apprentice is to provide first point of contact for client care and response. Additionally, you will allocate ‘tickets’ to the engineers for them to resolve.

Description

• To be a point of contact for users calling the Bluegrass service desk.
• Ensure all issues reported by a client are logged in our central system and that all relevant data is held and maintained.
• Allocate ‘tickets’ to our system engineers.
• Liaise with our clients and engineers to determine priorities.
• Track progress of allocated tickets to help ensure they’re completed on time by the engineer.
• Where required, provide reports detailing the number of calls, suggestions, improvements during the month, along with current status and other relevant information.
• Manage your own diary in order to organise and prioritise your daily and weekly goals.
• Provide metrics on calls, problem types, users etc.

Skills required

• Good working knowledge of Microsoft Outlook, Work and Excel
• Excellent interpersonal skills and the ability to communicate effectively in writing, face to face and over the telephone with a wide ranging audience.
• Ability to speak with a smile in a clear understandable voice when on the phone.
• Ability to review and analyse data.
• Commitment to quality and good attention to detail.

Personal Qualities

• Customer oriented, confident, reliable, approachable & self-motivated team player.
• Excellent organisational and time management skills.
• Smart appearance.
• Tact and discretion

Qualifications

Minimum of 3 GCSE’s or equivalent (this includes A-C in Maths and English)

Training to be provided

Level 2 Business Administration apprenticeship with one day a week college training and on the job assessments and observations.

NVQ in Business Administration

Level 2 Certificate in Principles of Business and Administration

Employee Rights and Responsibilities – embedded within L2 Certificate in Principles of Business & Administration

Functional Skills in Maths/English/IT if applicable

On the job training

Apprenticeship Duration

12 months