This is a trainee position within our internal apprenticeship scheme, designed for individuals who are keen to start a career in IT. The role provides the opportunity to learn from experienced engineers while gaining hands-on experience across a wide range of systems and client environments. You will be supported in working towards relevant industry qualifications, with structured development and mentoring to help build both your technical knowledge and professional skills.
You’ll be the first point of contact for our clients, responsible for providing great customer service
whilst getting the opportunity to learn and navigate a diverse range of systems. Whilst no previous
experience is necessary, you’ll have a keen interest and desire in emerging technologies and
providing support to clients.
The post holder will work within the Service Delivery team to help them deliver the best results
possible. The role is continually evolving due to the fast-paced nature of this industry and to be
successful you will need to thrive in this type of setting.
• Answering telephone calls and responding to helpdesk emails/
tickets in a timely fashion.
• Supporting clients with their day-to-day IT issues.
• Updating, creating and following company Standard Operating
Procedures (SOP's).
• Manage client expectations to ensure that we, as a team can
deliver on what is promised.
• Assist in identifying reoccurring issues to improve
performance.
• Recording information accurately within the correct business
tool set.
• Present yourself in a confident, truthful, helpful and positive
manner across all forms of communication to provide a great
and reassuring service.
• Help the team to meet our Internal SLAs and any SLAs we
have with clients.
• Assist in the ongoing process of improving customer service
and client satisfaction.
• Undertake other duties as required by line manager.
• Adhere to local data protection and health and safety
legislation and Resolution IT policies and procedures.
