About the apprenticeship
Duties
To deliver technical support and resolve routine incidents and service requests in accordance with agreed procedures, service levels and Company policies.
Duties and Responsibilities
Respond to and resolve user incidents and requests via phone, email, chat or portal, meeting agreed SLAs.
Perform triage, diagnosis and standard troubleshooting using the knowledge base and tools provided.
Follow standard operating procedures and contribute to service quality and user satisfaction.
Maintain accurate and complete ticket records, updates and communications.
Escalate matters outside capability, authority, or agreed timeframes.
Contribute to knowledge articles and suggest improvements to processes and user guidance.
Participate in training, shadowing and supervised tasks to build capability.
Required skills/experience:
•Enthusiastic
•Motivated
•Customer Service Skills
•IT Literate
•Any experience working with working on computers (Preferred)
•Any previous IT experience (Preferred)
Additional information
•Annual leave – 28 days including bank holidays.
•Smart Casual Dress – Uniform provided.
•Training opportunities to grow
•Gym membership
•MyStaff Shop Benefit Scheme
•Cycle to work
•Private Medial Insurance
•Employee Owned
Requirements
Qualifications
Eg GCSE (or equivalent) in Maths and English at Grade A*-C / Level 2 preferred •Ability to follow clear instructions
•Computer literate
•Excellent written and verbal communication skills
•Keen eye for detail
Skills
•Ability to follow clear instructions
•Computer literate
•Excellent written and verbal communication skills
•Keen eye for detail
Welsh language
Welsh spoken skills: No
Welsh written skills: No
If you are interested in doing an apprenticeship through the medium of Welsh or bilingually, please contact the training provider to find out if it is available.
Training provided
Training provider
Catapwlt
Qualification
Apprenticeship Level 3 – Digital Infrastructure Engineer
Disability confident
Is this employer disability confident: No
What is disability confident?
Disability confident employers are committed to offering equal opportunities for people with disabilities and health conditions.
Employer details
Orbits IT
Unit 5 & 9 Bsc
Hood Road
Barry
CF62 5QN