Service Desk Trainee - Peterborough, United Kingdom - XPERIENCE IT SOLUTIONS LIMITED

XPERIENCE IT SOLUTIONS LIMITED
XPERIENCE IT SOLUTIONS LIMITED
Verified Company
Peterborough, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Vacancy:
Business Applications Trainee Technician


Reference:
BATT/PB/LSB/04/2024


Date: 23/04/2024


Contract:
Permanent


Hours of Work:
Full Time hours per week)


Reporting to:
Business Applications Team Leader


Salary:
£21,564 per annum


Location:
Hybrid working between home and either our Lisburn (Northern Ireland) or Peterborough (Cambridgeshire) office

At Xperience we deliver business efficiencies through Digital Transformation.


We put our clients at the heart of everything we do, helping them create better, faster processes, build stronger customer relationships, strengthen data security, accelerate profitability and position them for growth.

That's why we've got over 1,100 clients who are more efficient, more productive and more profitable just because they work with us.

And, it's why 95% of our clients say they would recommend us. But really, it's our people that make the difference at Xperience. They have the expertise and ambition to collaborate with our clients to guide them towards the optimum solution.

Together as a team and through partnerships with world leaders in technology, we provide smart solutions that provide real digital transformation in businesses, including Cloud, ERP, CRM, Managed IT, and Cyber Security.


About the Role


As a Trainee at Xperience, your career development is a top priority to us You will receive on the job product training and regular shadowing of more experienced colleagues.


What you'll be getting up to on a day-to-day basis:

  • Working to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded
  • Using the helpdesk management system to log tickets for internal and external stakeholders, where raised by telephone
  • Performing initial investigation and where required, escalating the incident to experienced Business Applications Support team members, ensuring high levels of customer care
  • Referring client requests for advice & consultation to Business Applications and Commercial teams
  • Taking responsibility for one's own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved
  • Collaborating with peers and other areas of the business to increase internal product and service knowledge

Person Specification


Working for a Managed Service Provider you'll be the central point of contact for clients contacting the Service Team and required to provide the first response.

You will be required to uphold an excellent line of communication with clients at all times.

Therefore, the successful applicant must have the ability to use their own initiative, troubleshoot to provide a resolution and have a customer first mindset at all times.


Essential:


  • Previous experience in a customer service role
  • A working knowledge of MS Office packages such as Outlook, Word & Excel
  • GCSE Maths and English at Grade A*C or 94 (or equivalent)
  • A passion for using technology to help customers
  • Excellent communication skills
  • Excellent attention to detail
  • Willingness to learn and develop with the ability to manage your own workload
  • Ability to work collaboratively as part of a team
  • Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)

Desirable:


  • A degree in Information Technology or a related discipline
  • Previous workplace experience working in an IT/Professional Services organisation
  • Previous experience in an internal or external facing helpdesk support team
  • Previous handson experience with ticket management systems e.g., ConnectWise

Application Process:


Benefits Package:


  • 30 days annual leave plus 8 bank holidays
  • 1 additional day's leave for your birthday
  • Employer pension contribution of 3%
  • Hybrid working
  • Cycle to Work Scheme
  • IT Purchase Scheme
  • Access to Skillsoft Learning and Development Platform

Competencies required for role:


Teamwork and Collaboration
Shares knowledge and works across departments and locations, working co-operatively and supportively with colleagues.


Results Focused/Problem Solving
Prioritizes tasks, overcomes obstacles, and accepts ownership of work assigned. Owns actions that deliver results.


Developing Yourself & Others

Xperience is an equal opportunities employer.

Job Types:
Full-time, Permanent


Pay:
£21,564.00 per year


Benefits:


  • Additional leave
  • Cycle to work scheme
  • Free flu jabs
  • Free parking
  • Life insurance
  • Referral programme
  • Sick pay

Schedule:

  • Monday to Friday

Work Location:
Hybrid remote in Cambridgeshire, PE2 6QR
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