Employer description:
Sharp Brains Ltd is a 3rd party IT technical support services provider. We are focused in providing on demand and well managed IT support services around the globe and around the clock. Our highly technical skilled team of engineers is available 24/7 to visit the client site and fix issues.
Our professional services range from network design, consultancy, planning, implementation, troubleshooting, field operations and asset management. Our Skilled Professionals are ready to resolve technical issue at any stage.
Overview:
We are now looking for an eager candidate to join us as an apprentice.
You will have the opportunity to gain valuable skills, knowledge and experience as you complete a Level 3 IT Azure Cloud Support Specialist Apprenticeship.
The Service Desk Apprentice will be responsible for Service ticket creation / assignment / Categorization / prioritization / escalation / tracking/ closure and feedback as per defined SLA in the SOW meeting FCR.
The Service Desk Apprentice should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents.
Key Accountabilities:
- To provide 1st line technical support, answering support queries via phone, email, Chat and Web
- Logging / verifying customer details
- Identifying the issue and categorizing / prioritize the incident
- Creating a ticket in CRM tool like ServiceNow
- Referring KB for workaround / resolution and attempting resolution
- Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)
- Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)
- Routing / Chasing of tickets with other Resolver groups
- Recording trend of calls and identifying outages proactively
- Callbacks for customer not reachable cases & customer request
- Identifying the trend of calls / tickets and highlighting it to L1.5 / Team Lead as applicable for outage confirmation
What we are looking for:
Key skills required:
- Excellent telephone etiquettes and customer service
- Basic understanding of PC hardware set-up and configuration
- Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
- Willingness to work in 9 x 5 support environment including working on Weekends and Holidays
- Excellent time management skills and ability to work under pressure
- Continuous commitment to professional development
- English proficiency (reading, writing, speaking)
- Ability to maintain a high degree of customer service for all support queries and adhere to all service management principles
- Ability to take ownership of user problems and be proactive when dealing with user issues
- Ability to work effectively in a dispersed team and individually
Entry requirements:
The entry requirements for this Azure Cloud Support Specialist programme are as follows:
- 3 GCSE’s (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.
Find out more here:
https://www.enic.org.uk/Qualifications/UKQRS/Default.aspx
Benefits:
- Flexible working environment
- Opportunities for growth & progression after programme completion
- Staff incentives
Future prospects:
92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.
Important Information:
QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.
To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.