IT Helpdesk/ Client Services Apprentice Pex Software

Salary: £200/ week
Location: London, Bankside, South Bank
Start date: ASAP
Sectors: Computing & IT, Internet & Digital Media

POSITION OVERVIEW:


We are a software service provider with development teams located in London and Valencia.


MAIN DUTIES AND RESPONSIBILITIES:


• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone and e-mail.


• Offering advice to end users and customers on all areas of IT, troubleshooting and ensuring desk standards are met. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.


• Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.


• Help to implement and improve processes and procedures within the team allowing strong service focused deliverable's.


• To improve users confidence in the use of computer software, being empathetic to a variety of new and experienced learners needs.


• Provide information in line with knowledge base to assist the second line support team when contacts are unreasonable.


• You will manage tasks and activities which may require adjustments to priorities in order to satisfy business needs.


• Work within defined deadlines as part of a team and on an individual basis ensuring assigned work is effectively managed.


• Adherence of all Manpower policies and procedures in the employee handbook and other site specific policies and procedures including but not limited to: absence reporting and dignity at work.


• Adherence of all policies and procedures which are relevant to contingent workers such as security training and site health & safety.


• Any other relevant/related tasks as required by the needs of the business..


KEY CANDIDATE ATTRIBUTES:


• Keen and willing to learn


• Team player


• Excellent attention to detail, ability to follow instructions


• Experience in a customer service role


• Experience in an IT/IT service environment


• Experience in a contact centre environment


REQUIRED:


• Excellent written and verbal communication skills


• Skills in problem solving, organisation and planning


• IT Literate; proficient with Microsoft office applications proficiency, especially Word & Excel


• 5 GCSE's at grade A* to C


DESIRED:


• Experience working in an office/business environment


• Someone who has a passion or at least an interest in the industry


BENEFITS AND OTHER INFORMATION:


Expenses: Reimbursed expenses, as authorised by line manager


Annual Leave: 20 days plus Bank Holidays



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