Level 6 Digital Technology Apprentice with ForGood.Tech
Digital Technology Apprentice (Fixed Term Contact for 36 months)
Office Based (Rugeley), with minimum 1 day home working
Monday to Friday, 9am to 5.30pm
Salary £18,000-£19,000
Full Description:
Purpose of Role
As a Digital Technology Apprentice, you will undertake a Level 6 Digital Technology Apprenticeship which will include both online training/studies along with practical on the job training in order to develop a range of skills within the Technology sector. You will provide first line support including troubleshooting for Microsoft Dynamics 365 Business Central and Dynamics NAV/BC to a varied customer portfolio. You will be responsible for providing the customer with excellent customer service in line with Company Service standards and will ensure that any reported issues are logged, categorised, prioritised and contain as much information at first contact. You will work to Company Service Level Agreements and Key Performance Indicators providing a high level of customer service and professionalism. As part of the knowledge base process, you will author internal and external knowledge base articles for known issues, work arounds and product information. As part of the apprenticeship, you will also get exposure to other teams such as Project Management, Development and Consultancy within our growing organisation.
It is a condition of your role that you continue to meet eligibility criteria for the Level 6 Digital and Technology Solutions Apprenticeship at BPP University.
Key Accountabilities
- Managing customer contact into the managed service team from an online portal, telephone, and live chat in line with Company Service Level Agreements.
- Providing excellent customer service and experience in line with Company service standards.
- Applying best practice to handling cases.
- Ensuring the correct level of troubleshooting & diagnostics to all customer enquiries.
- Working within Company SLAs and KPIs.
- Managing incidents, request fulfilment & knowledge in line with ITIL framework.
- Create knowledge base articles and process documentation for products, known issues and work around ensuring these are reviewed and maintained.
- Work independently on customer development requirements such as change requests, upgrades and debugging.
- Provide basic consultancy services to customers including training and testing.
- Undertake basic project administration tasks in order to assist the Project Management team.
- Communicate with customers in a professional and knowledgeable manner.
- Commit to one study day per week and complete the required work and lecture schedules as per the BPP Degree.
- Apprenticeship requirements, keeping in regular contact with the appointed tutor.
- Ensuring Customer enquiries are escalated using the appropriate escalation procedure for your department.
- Effectively prioritising work ensuring that customer experience is maintained to a high level.
- Effectively problem solve and offer effective solutions to customer queries.
- Out of hours work as and when required in line with project requirements (ad hoc).
- Attend customer sites UK wide as and when required in line with business needs.
General for all staff
- The principal roles and responsibilities will change from time to time and the post holder is required any additional duties as deemed appropriate.
- Staff must always adopt and endorse the company’s Mission Statement and all supporting policies aspects of the role.
- Staff are required to have a Personal Development plan and to participate in training, meetings or considered relevant to their job.
- Staff must carry out their duties with full regard to the rules policies and procedures and conditions contained in the staff handbook.
- To abide by the company’s policies and procedures.
- To adhere to all health and safety legislation.
- To undertake any other task that is deemed reasonable within your skill set.
Future Prospects:
This role offers a potential longer-term opportunity to progress to a permanent position upon completion of the apprenticeship, with a number of options available within our managed service, development or consultancy teams.
Employer Description:
Founded over 20 years ago, ForGood.Tech* has focused on one mission since 2018: empowering non-profits and charities to do more of what they do best — make a difference. We’re now the only Microsoft Certified Dynamics Partner dedicated solely to the non-profit and charity sector.
*Formerly Total Enterprise Solutions (TES)
Training Provided:
BPP apprenticeship programmes are delivered virtually by a fully qualified and industry-experienced training team.
Throughout the apprenticeship, you will receive coaching, help and guidance from a dedicated team wo are there to make sure you get the most from your work experience and studies. Successful completion of this apprenticeship will result in a Level 6 Digital and Technology Solutions Professional Degree Apprenticeship.
Duration:
36 Months
Skills Required & Personal Qualities:
Characteristics, Knowledge & Skills
- Excellent communication skills and a customer centric focus
- Self-motivated and able to manage own workload and studies
- Able to demonstrate/evidence a strong team working approach
- Customer Service experience (desirable but not essential)
- IT qualification or demonstrable interest in IT, software implementation or creation with a view to pursuing a career in Technology
- Familiarity with Microsoft stack would be desirable.
Desirable:
- Coding experience
- A-Level/BTEC in Computer Science
Qualifications Required:
- 104 UCAS points are needed as a minimum
- GCSE (or other relevant equivalent) Grade C or above Math & English
Other Information:
Perks and Benefits
- 25 days holiday per year, plus bank holidays
- 5% employer pension contribution
- Death in Service Cover (after probation)
- Private medical insurance (after probation)
- Additional ForGood.Tech learning content available through our online learning platform
- Annual Pay Reviews
- Branded Uniform
- Modern working environment with free snacks, drinks, and facilities.
- Contributing to a great team who are committed to providing excellent service to our Not For Profit and Charity clients
We kindly request that applicants answer the screener questions independently, without the assistance of generative AI, to ensure your authentic voice and qualifications are represented.
IND123
Job Type: Apprenticeship
Pay: £18,000.00-£19,000.00 per year
Benefits:
- Company pension
- Employee mentoring programme
- Private medical insurance
Application question(s):
- Do you have 104 UCAS Points?
- Do you have any IT qualifications?
Work Location: In person
