IT Apprentice

Serbus supports organisations operating within the UK’s critical national infrastructure: Government, Defence, Enterprise, Healthcare, Industrial, and Data Centre.

Our people are trusted to build and maintain exceptionally secure, highly resilient communications infrastructure so that the information and operations of vital services are always available whenever and wherever they’re needed.

We build the network foundations. We create communication systems on those networks, and we keep them optimised, secure and running. And we specialise in doing all of this in challenging and changeable environments.

Responsibilities:

Liaise with customers via phone, remote sessions, video conferencing and ITSM to assist with 1st line IT issues.

Resolve 1st line issues and requests such as systems access, password resets & unlocks.

Troubleshooting hardware issues.

Perform troubleshooting and fault diagnostics.

Perform basic IT system administration tasks such as setting up new access accounts or disabling accounts.

Complete ticket requests with a high level of diligence using the ITSM.

Triaging tickets and assigning to correct 2nd and 3rd line resolver groups.

Teach users to use self-service tools where appropriate.

Maintain a customer focused approach, delivering superb value to the customer base

Always provide excellent customer service, offering empathy and patience to customers.

Take accountability and ownership for all assigned issues

Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes.

Adhere to strict SLAs agreed with the trust, particularly response and resolution times.

Required skills:

Experience of working in a customer service role.

Basic general fault diagnosis.

Knowledge of ITIL.

Excellent customer service.

Strong communication skills.

A team player who is self-motivated, enthusiastic, and keen to learn.

Diligent with good time management skills and the ability...