Service Desk Agent Apprenticeship Routeway
RAW Digital Talent have an exciting training course for those interested in being a service desk agent working on an IT helpdesk. We will be preparing participants for an assessment day for 20 live vacancies in Peterlee. Running Monday 7th to Friday 11th October in Peterlee, the course will cover IT help desk essentials, customer service and visits from industry as well as prep from the apprentice provider. Age is not a limit so 16-24 year olds all welcome. It is essential that participants have an A-C or equivalent GCSE in maths, and will need to pass a phone screening ahead of attending the course.
What does a Service Desk Agent do?
You will deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone and email. This service will ensure the maximum availability, performance and utilisation of information systems for customers on behalf of the client.
• Offering advice to end users and customers on all areas of IT, troubleshooting and ensuring desk standards are met
• 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
The ideal candidate will have knowledge of IT and be proficient in the use of Microsoft software packages. You will have excellent communication skills, a professional attitude and a good telephone manner. You will also have the ability to work under pressure and meet targets.
Wider duties/ Responsibilities:
● To provide 1st line support via the Service Desk, processing contacts from various routes including telephone, email and web which may include offering advice to end users and customers on all areas of IT, troubleshooting and fulfilling requests 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 manage all contacts and ensure 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 deliverables ● To deliver excellent customer service whilst being empathetic to a variety of new and experienced customers ● Effectively utilising information within the knowledge base to prevent unnecessary contacts being routed to the 2nd line support team ● Work to expected service levels and contact handle times ● Support the business in other related activities where reasonably required to do so
You don't need any IT or tech background at all if you were the successful candidate as you will receive all the relevant training with the employer (DXC in Peterlee) and the salary is £14.5K! It's a customer service role really with some IT service desk in there too.
Interested? Sign up or refer participants to firstname.lastname@example.org, call 07951 708714 or email email@example.com