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IT Support & Networks Apprenticeship - Central London

IT Support & Networks Apprenticeship - Central London

Posted 16 March by Future LDN Featured Ended


We are a software service provider with development teams located in London and Valencia.


  • To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone and e-mail.
  • Offering advice to end users and customers on all areas of IT, troubleshooting and ensuring desk standards are met. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
  • Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
  • Help to implement and improve processes and procedures within the team allowing strong service focused deliverable's.
  • To improve users confidence in the use of computer software, being empathetic to a variety of new and experienced learners needs.
  • Provide information in line with knowledge base to assist the second line support team when contacts are unreasonable.
  • You will manage tasks and activities which may require adjustments to priorities in order to satisfy business needs.
  • Work within defined deadlines as part of a team and on an individual basis ensuring assigned work is effectively managed.
  • Adherence of all Manpower policies and procedures in the employee handbook and other site specific policies and procedures including but not limited to: absence reporting and dignity at work.
  • Adherence of all policies and procedures which are relevant to contingent workers such as security training and site health & safety.
  • Any other relevant/related tasks as required by the needs of the business.


  • Keen and willing to learn
  • Team player
  • Excellent attention to detail, ability to follow instructions
  • Experience in a customer service role
  • Experience in an IT/IT service environment
  • Experience in a contact centre environment


  • Excellent written and verbal communication skills
  • Skills in problem solving, organisation and planning
  • IT Literate; proficient with Microsoft office applications proficiency, especially Word & Excel
  • 5 GCSE’s at grade A* to C


  • Experience working in an office/business environment
  • Someone who has a passion or at least an interest in the industry

Required skills

  • Communication Skills
  • Problem Solving
  • Software
  • Knowledge Base

Reference: 33607911

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