What will the apprentice be doing?
- Call and incident Management
- Respond to service calls and resolve incidents to ensure SLA targets are achieved
- Adhere to escalation procedures
- Assist with technical escalations for other team members
- Monitor call queue and follow up with specialist support teams for resolution
- Participate in team and sector meetings
- Utilise the Incident Management tool suite
- Ensure accurate completion of all incident records
- Monitor and update the call management system as required
- Assist with SLA reporting
What training will the apprentice take and what qualification will the apprentice get at the end?
Full on-the-job training and support will be provided to enable the successful applicant to undertake the full range of duties required of the role. All apprentices are required to complete and evidence 20% off the job learning whilst on their apprenticeship.
In addition,training will also be provided towards the Information Communications Technician programme with Firebrand Training
This will be delivered via online and face to face workshops, with projects and portfolio whilst working
What is the expected career progression after this apprenticeship?
There is no guarantee of a permanent role at the end of the apprenticeship programme. However apprentices have progressed and moved onto different areas of Computacenter after completion.
Reality CheckYou will need to do additional training if you do not have English and Maths GCSE prior to joining the programme. We would like individuals who are confident using computer software, with a desire to work in IT and able to work in a team. Be well organised and keen to learn and develop.
Skills RequiredCommunication skills, IT skills, Attention to detail, Organisation skills, Problem solving skills, Team working, Initiative
Qualifications RequiredGCSE or equivalent English and Maths (Grade A-C or 9-5) Desired