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Full job descriptionAbout Access Group:
At Access we love software and how technology never stays the same. It’s this obsession that drives us to work closely across sectors to understand the business needs of our customers – from professional services to manufacturing to not for profits and more. We’re passionate about helping our customers stay one step ahead of the challenges facing their industry and business. That’s why over 2 million users and over 40,000 organisations rely on Access software to help their organisation thrive.
Responsibilities:
*Provide 1st line support via our Service Desk system for a wide range of external and internal applications, operating systems, virtual environments and hardware and achieve team SLA’s
*Acting as the 1st point of contact in delivering the best possible support to our customers and internal user base
*To log, update and manage all calls via the IT call logging system
*Incident categorisation, prioritisation and escalation of Service Desk incidents and requests
*To take ownership of problems and be proactive when dealing with all issues
*Provide basic maintenance and break-fix solutions of internal systems within SLA’s
*To allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents
*Communication with all areas of the business including service notifications and service failure updates and user training and ’how to’ information and guidance
Who we’re looking for:
You are the type of person who is happy to help customers in such a way as to build their skills, increase their efficiency and enhance their enjoyment of using the systems you support. You must be a highly organised and disciplined person with a passion for information technology. A passion for providing exceptional customer service is a must and the personal drive to deliver service that exceeds the expectation of the end user through a positive, well organised and structured work ethic.
At Access we love software and how technology never stays the same. It’s this obsession that drives us to work closely across sectors to understand the business needs of our customers – from professional services to manufacturing to not for profits and more. We’re passionate about helping our customers stay one step ahead of the challenges facing their industry and business. That’s why over 2 million users and over 40,000 organisations rely on Access software to help their organisation thrive.
Responsibilities:
*Provide 1st line support via our Service Desk system for a wide range of external and internal applications, operating systems, virtual environments and hardware and achieve team SLA’s
*Acting as the 1st point of contact in delivering the best possible support to our customers and internal user base
*To log, update and manage all calls via the IT call logging system
*Incident categorisation, prioritisation and escalation of Service Desk incidents and requests
*To take ownership of problems and be proactive when dealing with all issues
*Provide basic maintenance and break-fix solutions of internal systems within SLA’s
*To allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents
*Communication with all areas of the business including service notifications and service failure updates and user training and ’how to’ information and guidance
Who we’re looking for:
You are the type of person who is happy to help customers in such a way as to build their skills, increase their efficiency and enhance their enjoyment of using the systems you support. You must be a highly organised and disciplined person with a passion for information technology. A passion for providing exceptional customer service is a must and the personal drive to deliver service that exceeds the expectation of the end user through a positive, well organised and structured work ethic.
The right candidate will be provided with all the support necessary to succeed in this role and to develop within Access UK Ltd. This role would suit a school or college leaver looking for their first opportunity in information technology with fantastic career progression opportunities.
Desirable skills:
*Excellent customer service skills
*Understanding of mobile telephony and smart devices
*Understanding of Active Directory (desirable)
*Support knowledge of Windows 11/iOS/MacOS Operating Systems
*Knowledge of Microsoft Office 365 (desirable)
*A keen desire to learning new skills and developing a career in IT
*Flexibility is required with some out of hours work
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: 9am – 5:30pm
Benefits:
In addition to our standard benefits of 25 days holiday, a match contributory pension and healthcare you will get:
*A competitive salary
*Giving back/charity days
Future prospects:
We are a growing software company and we deliver on what we say we do! We take the
development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.
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.