First Line It Support Apprentice

Employer description: 
Cosurica provides IT services and support to small and medium-sized businesses across Yorkshire and the North.
The number one goal of everyone at Cosurica is to make customers exceptionally happy. 

Overview:
The IT Apprentice will play an important role is this communication focused position, by processing the support requests that come in from our customers, via phone and email, turning these requests into Helpdesk Cases (AKA support tickets).

This is a training role, contributing to delivery of quality communication, technical support and implementation services to customers. Focus on supporting customers in making the best use of technology in their business, in particular (but not limited to) Microsoft products and services.

Our Apprentices are often the first to touch a new Helpdesk Case, making sure issues are handled quickly and customers are kept updated. Apprentices are supported by the more experienced members of the Support Team.

Duties:

• Delight customers with a friendly, quick and helpful experience
• Turn communications received from customers into Helpdesk Cases (support tickets) and refer new opportunities arising to the Sales Team
• Work on and resolve Helpdesk Cases & Service Requests
• Document in detail what is done on every Helpdesk Case
• Make sure that customer documentation is well maintained
• Carry out remote troubleshooting

What we are looking for: 
Desirable skills: 

• The ability to type quickly and accurately while talking on the phone (headset provided)
• A good base of knowledge of IT Applications, Software & Hardware and the strong desire to keep on learning
• The ability to converse with both technical and non-technical people (in fluent English, since 99% of customers are UK-based, but if you speak other languages too it can come in handy!)

Personal qualities: 

• A love of challenges and ability to solve problems
• Great communication skills, inc. active listening
• A deep desire to deliver an amazing customer experience
• Act with respect and professionalism

Entry requirements:

• 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 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. 

Salary: 
£14,000 per annum.

Benefits: 

• We're a real Living Wage Employer, so everyone here gets fair pay based on their effort, attitude, skills and qualifications 
• The opportunity to work in a pleasant location with good public transport links 
• There’s a great café and various lunch takeaways just round the corner, a park and open countryside within a minute’s walk, an interesting & wide variety of independent food & gift shops, galleries & cafes in nearby Haworth, yet we’re only a short bus ride from Keighley town centre with great rail & bus links to Leeds, Bradford, Skipton and beyond
• Free parking on-site, if you drive and have your own transport
• Free shower and changing facilities, if you fancy cycling to work or going for a countryside run at lunchtime
• A powered ‘Sit-Stand’ Desk with a comfy & supportive office chair and premium brand technology to work on
• Pension 

Future prospects: 
For someone looking to progress, the Apprentice IT Support Technician role naturally leads into roles such as: 
Business Support Technician (levels 1-3), Support Team Supervisor, Senior Support Engineer, Junior Consultant, Consultant, Network Engineer, Security Specialist, Solutions Architect, Account Manager, Project Manager, Service Delivery Manager, Operations Manager etc.

90% of QA Apprentices secure permanent employment after finishing their apprenticeship. 

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!