Customer IT Support Level 2 Apprenticeship
by Computacenter
Job Details
Customer IT Support Level 2 Apprenticeship
Computacenter deliver a range of IT service to several customers in the London area. There is an opportunity for a Tech bar Technician role based on the HSBC contract.
The successful candidate will work in a team of IT professionals delivering a “Techbar” service to HSBC users. The roles main responsibilities include:
- Helping users with technical issues with their Devices.
- Helping users with technical and guidance questions.
- Checking and fixing desk set ups around the building.
- Monitoring and Maintaining Service Now incident queues
- Interacting with HSBC users to ensure loaned devices and leaver devices are returned
- Ensure customer satisfaction is given high level of focus
The role will be based onsite on our customer site HSBC’s global head office in Canary Wharf.
37.5 hours per week covering a flexible shift between the hours of 8am to 5:30pm Monday to Friday
Responsibilities
- Gather information through relevant business systems/tools (Service Now/Asset Management) to ensure that relevant data is recorded as part of daily activities for reporting purposes
- Prioritise and co-ordinate own and engineers work schedules to ensure that business and customer needs are met, and deadlines are adhered to.
- Assist Users with technical issues on their devices.
- Able to communicate well with Team Leader and Team to ensure issues are raised and dealt with effectively
- Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.
- Advising and providing support to customers to satisfactorily resolve queries and escalating where appropriate.
- Manage the User interactions whilst visiting Techbar.
- Be flexible and adaptable to changing business needs, and comply with any reasonable management requests
- Maintain knowledge and ensure scheduling best practices are adhered to
- Technical issues
Performance Indicators
- Ensure Department meets SLA performance targets
- Maintain & improve Customer satisfaction levels
- Understand and adhere to policies and procedures
- Demonstrates relevant behaviours aligning to company and customer expectations
Knowledge, Skills & Experience
- Good working Knowledge of Microsoft Applications
- Ability to learn with new systems and adopt/follow processes
- Plans & organises own workload
- Proven experience of high standards of customer service
- Good administrative experience, attention to detail, ensures accuracy of data, provides data for reporting and processing of information
- Excellent Interpersonal, literacy and numeracy skills and ability to build relationships at all levels
- Able to work efficiently during busy periods on the Techbar.
- You will also need to have achieved a minimum of 2 GCSE’s including both your Maths, English Language GCSE grade 4/ C or above.
- You’ll need to have communication and organisation skills and a desire to not only learn but to achieve!
- You should be confident in using computer software including Microsoft Office
Please note that for successful applicants, offers will be conditional on passing additional eligibility checks with our training provider Realise which will include a Maths and English assessment and a review of any previous qualifications you hold. Due to the funding requirements of the apprenticeship, applicants must not already hold a Customer Service qualification L2 standard, GNVQ, BTEC or equivalent qualification to be eligible for this programme.
About Computacenter
Computacenter is a leading independent provider of IT infrastructure services. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.
We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.
Interested in joining a company with a strong sense of community?We’re growing. We’re hiring. We encourage. We empower. We support.
CCfuturetalent
Join us and you will be joining an exciting and inspiring work environment where our can-do culture will empower you to actively shape our digital future. All while you build an amazing career! Our business is technology, but fundamentally we’re people dealing with people. Our interest in our talented people is genuine and extends beyond just their skills and experience. To us, your personality, character, and perspective equally matter, and we know that our people do their best work for our customers when they bring their authentic selves to work. Here, at Computacenter, people really do matter!
How to apply
To apply for this role and to find out more, please click on the apply button.
Please note that applications may close before the application deadline, so apply early to avoid disappointment.
