Provide IT support via phone, face-to-face, and electronic communications. Investigate and log incoming issues with accurate detail. Escalate unresolved incidents to appropriate support teams. Assist with software and hardware troubleshooting. Maintain records through our service desk system.
Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations, and achieves positive engagement and delivery. Depending on your job role and work environment, use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications.
Provide clear explanations and offer options to help customers make choices that are mutually beneficial to both the customer and your organisation. Be able to organise yourself, prioritise your own workload/activity, and work to meet deadlines. Demonstrate patience and calmness, and show you understand the customer's point of view.
Training and Development
The successful apprentice will be expected to attend an online lesson once a month. In addition, they will be allocated an assessor who will visit them within the workplace once every 6-8 weeks.
You'll love to solve problems, getting to the root cause of issues whilst providing friendly and excellent customer service. This opportunity provides hands-on experience and structured training to help you successfully complete your apprenticeship and launch your career in IT.
Requirements
* GCSE in English (grade D/3)
* GCSE in Maths (grade D/3)
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem-solving skills
* Presentation skills
* Administrative skills
* Team working
About Us
Hayley Dexis is the largest independent distributor of engineering products and consumables in the UK. We are an equal opportunities employer, currently employing over 1,300 people who continue to be a cornerstone of our business and are fundamental to providing industry-leading customer service.
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