About Bates IT:
Bates Group is an affiliate page of Serbus. Serbus connects and protects the UK’s most critical national services. Our people are trusted to build and maintain exceptionally secure, highly resilient communications infrastructure so that the information and operations of vital services are always available whenever and wherever they’re needed. We build the network foundations. We create communication systems on those networks, and we keep them optimised, secure and running. And we specialise in doing all of this in challenging and changeable environments. Serbus supports organisations operating within the UK’s critical national infrastructure: government, defence, enterprise, healthcare, industrial, and data centre.
Responsibilities:
- Liaise with customers via phone, remote sessions, video conferencing and ITSM to assist with 1st line IT issues.
- Resolve 1st line issues and requests such as systems access, password resets & unlocks.
- Troubleshooting hardware issues.
- Perform troubleshooting and fault diagnostics.
- Perform basic IT system administration tasks such as setting up new access accounts or disabling accounts.
- Complete ticket requests with a high level of diligence using the ITSM.
- Triaging tickets and assigning to correct 2nd and 3rd line resolver groups.
- Teach users to use self-service tools where appropriate.
- Maintain a customer focused approach, delivering superb value to the customer base.
- Always provide excellent customer service, offering empathy and patience to customers.
- Take accountability and ownership for all assigned issues.
- Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes.
- Adhere to strict SLAs agreed with the trust.
Desirable skills:
- Experience of working in a customer service role.
- Basic general fault diagnosis.
- Knowledge of ITIL.
- Excellent customer service.
- Strong communication skills.
- A team player who is self-motivated, enthusiastic, and keen to learn.
- Diligent with good time management skills and the ability to prioritise tasks.
- Proactive approach to work, with a positive and flexible attitude.
- Ability to work onsite at the customer base (Swandean) Monday to Friday.
Entry requirements:
- 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
- GCSE Maths and English (or equivalents) at grades 3+ (D or above)
- Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject
You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.
If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.
For more information please visit the UK ENIC website.
Working hours: Monday to Friday, 9am – 5:30pm
Benefits:
- Pension.
- Sick pay.
- Dress down.
- Regular outings.
Future prospects:
Possibility of full-time employment
About QA:
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.
Interested? Apply now!
Please be advised that this advert may close prior to the closing date stated above if a high number of applications are received. If you are interested in this vacancy please apply below as soon as possible.
