About the apprenticeship
Duties
Assisting with the resolution of Incidents and Service Requests in line with SLA commitments, under the guidance of experienced engineers, while delivering a high level of customer service.
Developing the ability to remain calm under pressure and communicate clearly and professionally with stakeholders at all levels, escalating issues appropriately when required.
Taking first-contact phone calls and logging support tickets accurately, maintaining ownership through to resolution with support from senior team members.
Accurately documenting work carried out within the ticketing system to ensure clear handovers and audit trails.
Learning to support and maintain IT infrastructure in line with the associated Technical Development Pathway and Apprenticeship training programme.
Supporting the Help Desk Team Leader and Service Delivery Manager in delivering a positive and consistent client experience.
Assisting with liaison between suppliers and third-party IT providers where required to help resolve support tickets.
Contributing to the upkeep and improvement of internal knowledge management systems by capturing new or updated information.
Participating in an on-call rota on a supervised and gradual basis as skills and confidence develop.
Working collaboratively with team members to learn and contribute to improvements in processes and procedures.
Actively engaging in Apprenticeship training, self-development and professional learning opportunities.
Requirements
Qualifications
No minimum entry requirements. Those who have a degree in this subject area may still be eligible for this level ApprenticeshipNo minimum entry requirements. GCSE grade C or above in an ICT related subject is desirable
Skills
No minimum entry requirements. GCSE grade C or above in an ICT related subject is desirable
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
Gower College Swansea
Qualification
Digital Infrastructure Engineer Level 3 Apprenticeship
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
Pisys.net
Riverside House Annex
Plasmarl
Swansea
SA1 2JA