> Description Employer description: Bates Group Comprising of (Bates IT) Information Technology, (Bates Connect) Infrastructure & Communications, (Bates FMC) Facilities Management & Construction and (Bates Health) Health Care Innovations welcome the opportunity to present our companies. Bates Group Services works autonomously whilst benefiting from a strong, dynamic Group Management structure. Bates IT supplies information technology solutions and network support, crucial to maintaining a competitive edge. Collaborating with Bates Connect, engages a range of services within data infrastructure and communications systems, ensuring flexibility throughout. Responsibilities: Liaise with customers via phone, Skype or email to assist with 1st line IT issues, working in accordance to SLA's, Bates IT quality standards and ITIL best practices Resolve 1 st line issues and requests such as systems access, password resets & unlocks Troubleshooting hardware issues Maintain a customer focused approach, delivering superb value to the customer base Provide excellent customer service at all times; offering empathy and patience to the users Take accountability and ownership for all assigned issues Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes Contribute to the continual service improvement culture Desirable skills: Experience of working in a customer service role Basic general fault diagnosis Excellent customer service Strong communication skills A team player who is self-motivated, enthusiastic, and keen to learn Diligent with good time management skills and the ability to prioritise tasks Proactive approach to work, with a positive and flexible attitude Entry requirements: 3 GCSEs (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. For more information please visit the UK ENIC website. Working hours: 37.5 hours per week, 9am - 5.30pm (1hour lunch break) Benefits: Work uniform Regular team outings Pension scheme Mentored by very experienced team members Future prospects: Possibility of full time employment About QA: Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. Interested? Apply now! Please be advised that this advert may close prior to the closing date stated above if a high number of applications are received. If you are interested in this vacancy please apply below as soon as possible.