IT Administrative Assistant Apprentice

The Administrative Apprentice will ensure the highest levels of service are delivered to Claranet's customers by providing ticket-based customer support and responding to Customer requests via a range of communication channels., Objectives and Key Results:
The key objectives will be to:

+ Provide ticket-based customer support; responding to Customer requests for support via a range of communication channels.
+ Assess the impact and urgency of tickets and gather the appropriate information for the type of request.
+ Take responsibility for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA's and that all issues are resolved quickly and efficiently.
+ Maintain accurate records of activity taken throughout the lifecycle of a ticket.
+ Apply a wide range of Service Desk processes in order to identify and apply technical fixes to incidents.
+ Where required, liaise with third party suppliers to ensure that faults are resolved within the correct time frames according to the product service level agreements in place.
+ Support the Team Manager towards continued improvement of team process and customer experience.
+ Provide first-line investigation and diagnosis, resolving at first contact whenever possible & escalating incidents/requests that cannot be resolved within agreed timescales.

+ Behavioural competencies - organisational and behavioural fit
+ Excellent communication skills.
+ Excellent customer service skills.
+ Critical competencies - technical fit
+ Good understanding and awareness of IT terminology.
+ Ability to translate technical language into user friendly information.
+ Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude.
+ An interest in IT service Management and ambition to develop a career in the industry.

Can drive, due to the location, not duties:
Please Note - Being able to drive is preferred but not essential as long as you are within an hour commute., + 3 GCSE's (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.

Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries., Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.

+ Private Medical Insurance
+ 25 days annual leave, increasing to 27 days after 2 years service
+ Group Pension Plan
+ Retail discounts

Working For Claranet:
Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean it). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access.

Future prospects:
90% of QA Apprentices secure permanent employment after finishing their apprenticeship.
Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.