Job Details

Job Details:

Main role and responsibilities:

  • Provide 1st/ 2ndline support for all KR Group systems and applications
  • Provide excellent customer service through phone calls, emails and face-to-face
  • Ensure all new work is logged as a ticket within our ITSM tool
  • Ensure the colleagues we support are given frequent updates on ticket progress
  • Ensure tickets are updated with relevant technical information
  • Ensure tickets are resolved in a timely manner
  • Escalate issues to 3rdline and to the Service Desk Manager when required
  • Liaise with 3rdparty suppliers to resolve issues
  • Produce knowledge articles for technical and non-technical audiences
  • Process new starters, leavers and role changes
  • Ensure potential security concerns and risks are reported to IT Security
  • Ensure confidentiality is upheld at all times
  • Be professional, courteous and helpful
  • Collaborate, share ideas and have fun

Desirable skills:

  • Basic knowledge/ understanding of office procedures
  • Basic knowledge of Microsoft Office Products (Word, Excel, Outlook, PowerPoint)
  • Experience of working in an office environment

Personal qualities:

  • Desire to work in a busy 1stline IT Support team providing telephone and face-to-face support
  • A can-do attitude and a desire to provide excellent customer service
  • Able to follow instructions accurately to complete work tasks
  • Able to record information and data accurately
  • Able to solve basic problems
  • Self-motivated
  • Ability and desire to learn/develop new skills
  • Ability to communicate clearly, verbally and in writing
  • Ability to work alone without close supervision
  • Understands the requirement for excellent time keeping and time management in a support environment
  • Passion for technology and problem solving

Desired qualifications:

  • 3 GCSE's, grade A-C, including Maths and English at grade D and above.

Future prospects:

  • Long term career opportunities
  • MTA Qualifications in Network, Mobility & Devices andCloud
  • InfrastructureLevel 3 Apprenticeship Standard

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