It Support Apprenticeship
Lifetime Training · South East · PO15 7FJ
About the role
🚀 1st Line IT Service Desk Engineer 🚀
Ready to kickstart your IT career and become the go-to person for all things tech? We're on the hunt for an energetic and customer-focused 1st Line IT Service Desk Engineer to join our awesome team! 💻
As our first point of contact, you'll be the hero solving IT mysteries and making sure our customers have a smooth sailing experience. 🌟 This is your chance to shine, manage your own workload, and be the first line of defense in keeping our tech game strong. 💪
What you'll be doing day-to-day:
- Delivering top-notch, friendly IT support for all customer queries. 🤩
- Tackling tickets like a pro: assessing, fixing, and escalating when needed. 🔍
- Communicating like a champ via email and phone with customers and external partners. 📞📧
- Ensuring we smash our Service Level Agreements (SLAs) – because happy customers are our priority! ✅
Your mission, should you choose to accept it:
- Provide amazing customer care through super-organized ticket management. 💯
- Be the wizard behind those first response fixes over the phone or email. ✨
- Solve incidents and requests, and know exactly when to pass the baton to the wider team. 🤝
- Master ticket triage: figuring out what's urgent and what can wait. 🚦
- Chat with third parties and customers to get those incidents and requests sorted. 💬
- Handle customer requests and follow company procedures like a boss. 🧑💼
- Dominate work queues and prioritize like a true champion, always hitting those SLAs. 🥇
- Help our Service Desk Supervisor make sure we're delivering the best customer service out there. 🙌
- Work hard, play smart, and crush those SLAs, KPIs, and profitability targets! 🚀💰
If you're passionate about tech, love helping people, and want to be part of a dynamic and supportive environment, we want to hear from you! Let's build something amazing together. 🎉
Key responsibilities
- Provide first response fixes and support to customer IT queries via phone or email.
- Perform ticket triage, assessing priorities and escalating incidents/requests as required.
- Liaise with third parties and customers regarding incident resolution and requests.
- Manage work queues, prioritise events, and ensure compliance with Service Level Agreements (SLAs).
- Handle customer requests and escalate according to company procedures.