Job Details

Job Details:

Job overview:

Reporting to the Head of UK Operations and working with the support team your duties will include-

Main responsibilities:

  • Being first point of contact for all enquiries, both via phone and the internal helpdesk system
  • Logging all telephone support calls within the helpdesk system, ensuring that all relevant information is captured and correctly prioritised
  • Monitoring the helpdesk system for incoming requests, and action for support or additional information
  • Diagnosing and fixing faults in hardware, networking and software
  • Ensuring that all issues are progressed to meet agreed SLA targets
  • Ensuring that all issues are kept up to date and the customer is informed of the progress
  • Ensuring that all issues are updated with the full resolution details prior to closure
  • Logging information on the daily checklists
  • Maintaining compliance with ISO 9001, 14001 & 27001 standards
  • Abide by and proactively implement all of Addooco’s internal policy and procedure
  • Living the Addooco values and behaviours
  • Manage your time effectively to complete apprenticeship requirements

Person Specification-Skills Required:

  • The aptitude/ability to liaise directly with a diverse range of end users from multiple countries
  • The aptitude/ability to meet company service standards and turnaround times
  • Strong communication skills (specifically over the phone and by e-mail)
  • Fluency in spoken and written English
  • Technical aptitude – the ability to learn new technologies quickly (full training will be provided where required)
  • The aptitude/ability to work in an organised manner, under pressure and methodically
  • The aptitude/ability to work pro-actively whilst multi-tasking and within a team environment
  • Flexibility to cover extended hours and on call where necessary

Personal Qualities:

  • Organized
  • Customer focused
  • Natural problem solver
  • Initiative
  • Meticulous
  • Flexible
  • IT savvy
  • Ability to drive or working towards

Salary: £10,000-12,000

Working Hours: 8am -6pm (working on a rota basis).

Important Information:

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.

Apply now

Apply now