Apprentice Support Desk Advisor - Stoke Prior, United Kingdom - Velociti Group

Description

Here at EPM we create and develop innovative digital software solutions across the entire passenger transport industry. With over 30 years' experience, our teams are industry leaders in their fields, providing first class solutions to our customers in the UK and beyond.

We have an opportunity for you to kick start your career in IT and join us as an Apprentice Support Desk Advisor. Whilst in the role you will also be working toward your Level 3 Digital Support Technician Apprenticeship certification.

The role is full time, 9am – 5.30pm Monday to Friday and is initially 100% officed based for the first 3 months of training. Following this, we operate a hybrid working pattern of 2 days per week office based and 3 days working from home. Our offices are located in Stoke Prior, Bromsgrove, you will need to live within a commutable distance of the office to be considered. We also offer a protected apprenticeship study day each week.

Standard eligibility checks will be conducted by the training provider for this position.

Purpose of the role

Reporting to the Service Desk Manager the Support Desk Advisor will provide first line customer support. They will act as first touch customer contact, provide product / services information and efficiently resolve or escalate issues.

Role and core responsibilities

• Manage first line customer support queries raised by phone, email and via our Customer Self Service Portal.

• Effectively communicate with Service Desk colleagues either in person or remotely where applicable.

• Gather customer information and determine the issue and, if possible, the underlying problem

• Troubleshoot and if possible, resolve problems using EPM's support resources (knowledge base, FAQ's) plus own product knowledge and initiative.

• Ensure all tickets are completed within defined customer Service Level Agreements.

• Proactively taking tickets appropriate to your skillset and capacity.

• Proactively manage your workload and re-prioritise tickets and tasks based on new issues logged.

• Escalate issues that cannot be resolved to second line support in accordance with defined protocols

• Input details of support queries into EPM's customer support tracking software (Vivantio) and populate the knowledge database.

• Provide excellent customer service by always putting the customer first and handle all requests and questions with patience and empathy

• Maintain an up to date working knowledge of EPM's products and services and deliver training sessions on EPM products to colleagues

• Take a proactive approach to addressing support calls and identification of for example repeat issues

• Communicate with development and implementation teams as required.

• Take a flexible approach to requests to perform tasks as directed

Requirements

Qualifications:

• Minimum: 5 GCSEs grades A-C/9-4 or equivalent (including English Language and Maths)

Desired skills

• A proven passion for technology and understanding how things work
• Problem solving
• Ability to work independently and maintain a high degree of self-motivation
• Teamwork skills
• Organisational skills
• Good written and oral communication skills
• High proficiency in English; both spoken and written
• Enjoys communicating (With both internal and external customers)
• Professionalism
• Positive attitude and energy
• Mature, calm person, who works well under pressure
• Commitment and eager to learn new skills

Benefits

Benefits

• 25 days holiday plus bank holidays
• Extra days leave for Birthday
• Company Pension
• Income Protection
• Life Assurance
• Private Health Care
• Cycle to work Scheme