IT Apprentice

Provide a first, and single, point of contact into Services Desks for all supported businesses Ensuring incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software Ensuring that all cases owned are resolved in accordance to the agreed service level agreement (SLA) Deliver outstanding customer service standards by answering all calls promptly, remaining courteous and professional at all times Provide problem diagnosis, using appropriate support tools and resolution for desktop problems Assign calls to correct third party queues where appropriate Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times Proactively manage customers’ expectations through either resolution of or updating on progress of their outstanding incidents/requests