Apprentice Helpdesk Support Technician - Technology Means Business (TMB Group)

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Job Summary

Location: Havant PO9 1QN
Salary per week: £150
Working hours: 37.5 hours per week, Monday and Friday, 09:00 – 17:30 - 1 hour for lunch
Applications in by: 16/03/2018
Interview Date: 22/03/2018
Job Code: LS28155


An exciting IT role working within the IT Helpdesk Team for an IT Service Provider. Supporting 11 IT Engineers you will be expected to answer the phones, log tickets into the helpdesk call logging system, liaise with engineers and clients to arrange site visits, and carry out basic 1st line support over time. Other tasks will include in-house support, keeping information and documentation up to date, workbench PC builds and fault finding.

You will be assisting with the organisation and customer service of all helpdesk tickets ensuring these are logged, promptly responded to, and resolved.

As the initial point of contact, you will need to act promptly in ensuring all issues are logged correctly with the right information and gain as much information as possible from the client in order to make it easier for an engineer to work on the ticket quicker. You will also ensure critical issues are escalated to 3rd line support straight away.

You will monitor the RMM (Remote Monitoring & Management) dashboard and the logging of tickets for server and workstation issues detected, to ensure compliance with customer contract obligations.

Additionally, you will assist in the ‘in-house’ assembly of equipment and software installations prior to the Systems Engineers installing on-site for customers, including clearing down the build bench area each day, ensuring equipment is stored away and collections are arranged for recycling, and ensuring any non-required packaging is disposed of.

Based in Havant, Technology Means Business (TMB Group) provides complete solutions, from initial consultancy through to on-going support for entire IT business systems, including IT infrastructure, networks and software. As a Microsoft Certified Partner they have a team specialising in Microsoft Networking, Server Solutions, and Internet & Intranet.

It is a successful and expanding business, where customer service is at the heart of its success. Customer loyalty and continuing referral business have ensured Technology Means Business have maintained steady growth and are a testament to the reliable, quality service that they strive to provide.

Click to learn more about the company: Technology Means Business (TMB Group)

Duties will include:

  • To accurately and promptly record all time spent on customer work in support of individual targets, departmental budgets and according to defined contracts and Service Level Agreements.
  • To take responsibility for customers’ support requirements including liaising with third parties and escalating problems to suppliers and vendors as necessary.
  • To accurately record all customer contact on the company’s Helpdesk and CRM systems.
  • To support the company’s marketing and service by accurately creating new contacts in the CRM system.
  • To accurately label all customer equipment and record details as directed in the customer inventory
  • To make internal suggestions for the improvement of product offerings and techniques.
  • To keep up to date with changes in technology and the IT industry in general
  • Representing yourself and the company professionally at all times.
  • Provide high quality and timely solutions to customers.
  • To always strive to exceed customer expectation for service and skills.
  • To communicate effectively with customers and colleagues at all levels.
  • To deliver basic training to customers, particularly when handing over new systems (later during the apprenticeship)
  • Assist with general office admin duties where necessary.
  • Keeping work area and general office area tidy.
  • Comply with Health and Safety legislation as advised.
  • Carrying out such other duties as are reasonably assigned by the Directors that are commensurate with the salary.

 Other information:

  • This is a busy environment where help desk response is provided every day and that demands a person who can work quickly, respond with confidence and in a manner that ensures customers are confident their problems are being dealt with. 
  • The role will provide a good environment for learning and expanding IT knowledge and the successful individual must be able to demonstrate they are a self starter, their keen thirst for knowledge and providing excellent levels of customer service.

Skills required:

  • Ideally, the successful applicant will have already developed an understanding of IT systems and hardware, and will be able to apply this knowledge to supporting customers and helping to quickly resolve service related issues.  Skills in working in a customer related environment would be beneficial.

 Personal qualities:

  • This role involves communicating with customers and engineers on a daily basis so the ability to communicate clearly (verbal and written) is vital as is the confidence to deal with people at all levels and to promote a professional and customer responsive service.
  • As you will be completing ‘tickets’ that record customer technical problems, attention to detail and the ability to record information accurately is essential.
  • You will need to demonstrate good organisational skills as the help desk is busy and you will need to be able to quickly comprehend customers’ needs, organise a solution, and follow through to escalating the problem to an engineer and booking their time to respond.
  • Simple problem solving skills and the ability to take the initiative are key, as is the ability to enter data related to customer needs, onto the system.
  • It is a team environment and you will have a natural desire to explore and research new developments in IT to assist in the continuing development of the Help Desk role.

 Qualifications required:

  • Ideally qualified to A Level standard in an IT related discipline as the role will require and individual who can quickly respond to customer requests and recognise the best course of action to resolve their IT issues.

Benefits:

  • This is an exciting opportunity to join an expanding and successful IT Systems Support business, where there is scope to learn both technical and customer interface skills. 
  • As the world of IT is rapidly changing, it is an ideal basis from which to continually develop technical skills and IT industry certifications, especially in support of company partner programmes
  • Opportunity to work with experienced IT Engineers
  • 20 days holiday per annum
  • Staff social events such as the annual Christmas party as well as quarterly events such as Go – Karting!

 Future Prospects:

  • A potential full time IT career at Technology Means Business Ltd with opportunities for development and further learning subject to the successful applicant’s commitment and performance within their apprenticeship programme and job role.

Applications in by: 16/03/2018
Interview Date: 22/03/2018
Job Code: LS28155


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