IT Support Trainee
| Reference | SW205 |
| Company Address: | Slough, England , SL3 8QY |
| Course Name: | Information communications technician (Level 3) |
| Course Duration: | 15 Months |
| Salary: | £15,000 |
| Start Date: | 07/05/2024 |
Overview
We have a fantastic opportunity for someone with an interest in technology to start an IT career within our End User Services team in Heathrow Approach.
IRIS Software Group is a leading global provider of mission critical software and services and
one of UK’s largest privately held software companies.
We help organisations to make better business decisions by developing integrated software solutions to minimise admin, make business processes more efficient and give more time to do what’s valued.
In the last year, we have been awarded Technology Company of the Year in the UK Tech Awards; Employer of the Year in the Thames Valley Tech Awards; and the Americas Prime Award from the K2 Enterprise Awards. IRIS Education has been named Company of the Year at the UK National MAT Awards 2023, and crowned Company of the Year (more than 12m) in the Bett Awards 2023.
As an IT Support Trainee in this team, your responsibilities will be as follows:
- Receiving and managing service requests following established procedures.
- Assessing the impact of issues and maintaining effective communication with customers.
- Efficiently assigning and prioritising service requests.
- Logging incidents and service requests, keeping accurate records.
- Identifying and classifying incident types and service disruptions.
- Thoroughly documenting incidents, categorising them by symptoms and resolutions.
- Collaborating under guidance to record and monitor reliability data for services.
- Identifying and diagnosing incidents and problems.
- Categorising and documenting reported queries, providing appropriate solutions.
- Assisting in problem identification and resolution.
- Offering guidance to end-users on the most suitable course of action.
- Monitoring issues from initiation through resolution.
- Escalating unresolved problems to higher levels of support when necessary.
- Delivering essential online security guidance and support.
- Providing initial issue resolution as applicable.
- Contributing to the creation and maintenance of knowledge articles.
- Adhering to and meeting all relevant targets, including first response times.
- Complying with established policies and control standards.
Entry requirements
- 2 GCSEs or equivalent including English and Maths
- Desirable - Knowledge and/or previous experience with customer service
- Experience of engaging with customers in a front-line service role, ensuring their needs are met and issues resolved efficiently and professionally.
- A good understanding of Microsoft products.
- Technically competent with various Microsoft Office programs such as Word, Excel, PowerPoint, etc.
- Ability to document processes, procedures, and knowledge articles.
Skills requirements
IT skills, Customer care skills, Problem solving skills,Training to be provided
Information Communications Technican Level 3 Apprenticeship
Information communications technicians support the delivery of efficient IT operations, this could be installing and configuring computer systems, diagnosing hardware and software faults, solving technical and applications problems either remotely or in person, including resolving issues such as slow performance, connection problems and an inability to access data.
Our ICT apprenticeship covers topics allowing apprentices to support organisations relying on computer and communication systems in all areas of their operations and decision-making processes. As an ICT apprentice, you will develop skills and knowledge of the industry by learning key IT essentials such as fault finding and diagnostics, preventative measures, routine maintenance, system tools and testing. You will also gain an awareness of cloud systems and physical and virtual network components including an awareness of security and firewalls, network architecture, protocols and principles of database migration.
Whether you have experience within the field or not Apprentify’s level 3 ICT apprenticeship will give you the tools to get your career started within IT support. If you are an employer our level 3 apprenticeship is the perfect solution to overcoming your hiring challenges and internal skills shortages.
Key Learning Outcomes From Our Level 3 ICT Apprenticeship:
- Intro to IT Support
- IT Essentials
- Fault-finding and problem-solving
- Testing and Scripting
- Security and Storage
- Cloud solutions
- Networking fundamentals/essentials