Service Desk Apprentice X 2 - Gloucester, United Kingdom - Claranet

Claranet

Verified Company

Gloucester, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About The Role:

At Claranet our community of support teams pride themselves on ensuring our Customers get the most out of our services and to help their business to do amazing things.

Through a culture of collaboration, learning and opportunity, we nurture a vibrant and dynamic community of service and technology experts, executing all facets of our operation with consistency, pride and efficiency.

The Service Desk is central to the operation, providing break-fix and request-fulfilment for services spanning the breadth of the Claranet portfolio.

The team is the first point of contact for our Customers and aims to support them with all aspects of service operation; setting the organisational standard for engagement whilst working with a variety of specialist teams to deliver service across a range of communication channels.

This position represents a fantastic opportunity for an ambitious individual to join the Service Desk Team as part of Claranet's apprenticeship programme.

With a specific focus on the exciting area of Public Cloud services, the role includes a comprehensive 18-month curriculum of training and vocational experience, covering a range of disciplines and ultimately leading to the opportunity of a permanent role with the organisation.

Essential duties & responsibilities

Ensure that the highest levels of service are delivered to Claranet's customers
Provide ticketbased customer support; responding to Customer requests for support via a range of communication channels
Assess the impact and urgency of tickets and gather the appropriate information for the type of request
Take responsibility for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA's and that all issues are resolved quickly and efficiently
Maintain accurate records of activity taken throughout the lifecycle of a ticket
Maintain a good understanding and technical expertise across Claranet's product catalogue
Where required, liaise with third party suppliers to ensure that faults are resolved within the correct time frames according to the product service level agreements in place
Work closely with the Customer Success team to maintain excellent standards of service
Support project work as required
Support the Team Manager towards continued improvement of team process and customer experience
Validate contact and ensure security process is adhered to
Provide firstline investigation and diagnosis, resolving at first contact whenever possible
Escalate incidents/requests that cannot be resolved within agreed timescales
Keep customers informed of progress
Contribute and search the knowledge base

About You:

Essential:

Excellent communication skills
Excellent customer service skills
Good understanding and awareness of IT terminology
Ability to translate technical language into user friendly information
Customer focused
Highly motivated, pragmatic and energetic team player, positive, determined and driven with a cando attitude
An interest in IT service Management and ambition to develop a career in the industry

About Us:

Claranet combine pioneering technologies, practices, and expertise to propel our customers ambitions.

Through a vibrant customer centric culture of collaboration, learning, and opportunity, we nurture a dynamic community of the best technology and service expertise spanning cloud, cybersecurity, networks, and unified communications.

Founded in 1996, Claranet has evolved into a multi-disciplinary technology services provider with global reach.

The company has annualised revenues of circa £400 million, over 6,500 customers, and more than 2,500 employees in nine countries.

In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.

Claranet consistently appears in The Sunday Times Top Track 250 as one of the fastest growing privately-owned businesses in the UK.

Our international success is driven by local service, out of local offices, using a mixture of local and international infrastructure, including hyperscaler clouds.

We're working on building an everimproving company based on openness, diversity, collaboration, and empathy as our core values, a company that aims to be inclusive for the diverse group of people we get to work with, and where everyone supports each other and celebrates successes together. We want our people to feel engaged, comfortable, and healthy—and to know that they can belong here, no matter their story or background. If this resonates with you, then come and join us.