IT Apprentice

Job Description

Employer description:"Embrace digital disruption and challenge thinking "Bondgate IT Provides user support and troubleshoots IT problems and issues. The primary objective is to enable users to maximize their productivity through efficient and secure use of IT equipment or software applications.Our mission statement at Bondgate IT is:Through technology and sharing of knowledge, we help our clients to achieve their business goals, disrupt their markets and achieve operational efficiency.Overview:Apprentices, and the coaching, nurturing, and growing of them is a huge part of what our firm promotes.As an IT Apprentice, you will be working closely with our Response, Escalation, and Project engineers as they support our existing and new customers IT requirements.The successful candidate will have a love of (and ability to solve) problems and challenge.You will have a keen interest in IT and must be able to work as part of a busy support team, whilst beating high scores on our arcade machine and avoiding the ever-flying Nerf darts.Working closely with other departments you will need to build relationships with both internal and external customers.We work to strict SLAs (Service Level Agreements, us IT people love acronyms) with our customers and you will be responsible, after training, for the quality of information logged into our Ticket Management system.Main ResponsibilitiesFollowing training:

• You will be expected to accurately log support tickets into our Ticket Management system in a timely manner.
• We expect you to be self-motivated, efficient and well-organised with a keen eye for detail.
• The timely and accurate logging of customer issues into the Ticket Management system, from both phone calls and incoming emails.
• Using the formal call logging system in place and be responsible for the quality of the information recordedto be able to produce clear descriptions relating to user problems that ensure timely and efficient solutions.
• Recognising when a call is urgent and escalate accordingly.
• Carrying out configuration and testing of new kit prior to install at customer site.
• Provide excellent customer service focus when dealing with clients.
• We are looking for you to develop the role so that, in time, you become the first point of contact for all incoming issues to the Help Deskfreeing up the First and Second Line technicians to concentrate on the resolution of issues to meet our agreedSLAs.

Desired skills and Personal qualities:

• A great communicator
• An excellent listener
• Most importantly, you must have a desire to deliver an amazing client experience, speaking fluently in both geek and human.
• You will be IT-literate with skills in the use of Microsoft Office, in particular, Outlook, Word and Excel.

Entry requirements:You need to have 5 GCSEs:

• Maths and English (or equivalents) at grades D or above
• 3x GCSEs grade A-C in any other subject

You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship.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.Find out more here: https://Qualifications/UKQRS/Default.aspxWorking week:

• Our customers are supported from 8:00am6:00pm MondayFriday [excluding Bank Holidays] and you will work a 35-hour week with an hour off for lunch around these hours.

BenefitsWe are wanting to become the best place to work in the North East our benefits package is ever-changing to reflect this.Current benefits are as follows:

• Birthday cake on your birthday (My favourite benefit)
• Fresh fruit delivered to the office every week.
• 35 hour working week1 hour for lunch.
• 24 days holiday entitlement plus 8 bank holidays. For your 1st 5 years.
• Holiday purchase schemebuy or sell additional annual leave.
• Arcade machinemake use of the extended lunch break by competing against other geeks at some of the best games ever made.
• Private medical care
• Death in service
• Regular social events included excellent Christmas parties.

Important Information:QAs apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.