Job Description
You will receive supervision, guidance and support from your workplace supervisor and a workplace mentor and will have the opportunity to undertake a range of tasks to aid your learning and development.
Main Duties
- Being the first point of contact for the customer for all ICT enquiries.
- Developing and applying expertise to troubleshoot Customer’s technical issues, assisting them and ensuring all decisions made are in the best interest of the customer.
- To work in a collaborative and ‘digital’ manner using, and suggesting, the latest tools to facilitate successful outcomes.
- Information security and governance maintenance.
- Regular checking of IT monitoring systems, verifying any identified issues, logging and investigating or escalating as appropriate.
- Managing approx 2500 customer cases per month.
- Managing approx 2500 user accounts and computers supported and maintained.
Personal Qualities :
- Able to communicate effectively with a wide range of customers, in order to provide an excellent customer service.
- Competent IT skills
- Relevant practical experience in a customer focused environment
Skills Required :
- Effective written and numeracy skills.
- Able to research and resolve problems and able to judge when to escalate to more senior staff.
Future Prospects : 96% of Arch Apprentices move straight into the destination of their choice when they finish their apprenticeship with many seeing their salary go up immediately post-apprenticeship!
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