Apprentice Support Analyst

The Company

Crosstek are a IT managed service provider (MSP), Our office is based in Tonbridge on a working apple farm in the outskirts of East Peckham, Kent.

Our core focus is supporting customers in the local area and sometimes beyond. Our clients are mostly within a 20 mile radius of the office, in various industries and range from 5 staff up to 100.

Crosstek are looking to expand our established helpdesk team as we continue to grow while maintaining high levels of service delivery for our customers.

Due to our rural location the ability to drive is essential

The Team

We are a small but well-knit team with the core elements having worked together for 25 years!  We have a good blend of knowledge within the team, but each individual has their specialist area in certain industries and products.

Key Duties

• The Apprentice Support Analyst role is based around resolving customer queries and faults.
• You will often be the first point of contact for both calls and emails to the helpdesk so good communication skills are essentials and any experience in customer service will be beneficial to the role.
• You will undertake first line duties and rectify or escalate faults rapidly to reduce the impact to the customer.
• The main focus is empathy with the customer and ensure the customers get a consistent level of service and care, owning the experience with the customer until completion or escalation to senior analysts as needed.
• This is a hands-on role, where you’ll be working with clients and partners every day to enhance their use of technology.
• You will be able to work with clients, colleagues, partners and 3rd parties to progress support and implementation work.
• Working with our apprenticeship partner to achieve your formal qualifications.
• Building strong personal relationships with our customers, building stronger partnerships between the business and our customers.
• You will work closely with the Managing Director to build a clear and detailed skills matrix, aligning this with the business needs, the apprenticeship and your own desires.
• Joining the team to assist with our content marketing strategy, to identify technology that will be interesting and beneficial to our customers and prospects alike.

Ideals We Look For

• Interest in Technology.
• Excellent customer service skills.
• Strong communication.
• Clear and plain English communication in writing, in person and other electronic mediums.
• Eager to learn and develop.
• Strong sense of ownership of your own responsibilities.
• Team first mentality - we work as a team, egos should be left at the door .
• Not phased by growth, change and high standards of work.

Entry Requirements

• 3 GCSEs (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. 

For more information please visit the UK ENIC website.

Benefits

• Quiet rural location with access to some great countryside walks
• Free parking
• Pool Table
• Arcade Machine
• Frequent BBQ’s/Pizza Days etc
• Quarterly nights out
• We try and make the office a fun place to be

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. 

Important Information

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. 

Apply now!