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Apprentice Service Desk Support Officer (an Arch apprenticeship)

South Gloucestershire Council
Pay: £10,192.00 Text
Location: Gloucestershire Bristol United Kingdom
Category: Entry Level
Available from: Oct 2017
Finishes on: Ongoing Position
Type of work: Full Time, Indoor & Outdoor
Job reference: E02536759
2017-09-12 2017-10-06

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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