First Line Support Apprenticeship

This vacancy is now closed

Description

Employer description:

EV Cargo is one of the UK’s largest providers of transport, logistics and freight forwarding services and logistics technology – created by the consolidation of EV Cargo Logistics, EV Cargo Technology, EV Cargo Solutions, EV Cargo Global Forwarding and Palletforce into a corporate structure under a new single brand. 

Overview:

What is the opportunity? 
Reporting to the service desk manager, the apprentices’ duties will be to ensure the progression and swift resolution of calls logged with the Service Desk and delivering superior services in line with Service Level Agreements and managing client expectations. This role will alleviate some of the pressure on existing team members.

Key Responsibilities: 

  • Logging calls on the IT Service Desk, prioritise and managing their timely resolution.
  • Escalation of support requests to internal / external support staff when necessary.
  • Supporting users in the use of computer equipment by providing advice or training.
  • Maintain & update internal documentation and database systems in a timely manner.
  • Monitoring of servers, backups and systems.
  • Be involved with various IT projects where deemed appropriate.
  • Identifying re-occurring tickets and provide suggestions for resolution.
  • Setting up new users in AD and Office 365
  • Establish a good working relationship with employees and stakeholders to help improve the customer and business perception
  • Ensure that all tickets are well-documented and actionable with accurate notes
  • Monitor & administer current backup solutions
  • Basic network troubleshooting.
  • Undertake any other duties commensurate to the job as may be reasonably required 

Desired skills and Personal qualities:

  • Ability to listen, learn and apply; to take direction from team members and work as part of a team
  • Effective communication skills, both verbal and written
  • Natural curiosity to seek out root cause issues and aptitude for accountability to resolve
  • Interest in Technical Operations or Support role

Entry requirements: 

You need to have 5 GCSE’s: 

  • Maths and English (or equivalents) at grades D or above 
  • 3x GCSE’s grade A-C in any other subject 

You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship. 

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

Working week:

40hrs a week.

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.