1st Line Service Desk Apprentice

This advanced level apprenticeship will be provided by Weston College and Chorus. You will be supported with on the job training and learning.

  • POSITION:Full time
  • LOCATION:
    Portishead, Bristol

The Role

The Opportunity

This advanced level apprenticeship will be provided by Weston College and Chorus.
As 1st Line Service Desk Apprentice, you will be the primary point of contact for Chorus’
diverse customer base, working within our busy Service Desk environment. You will provide
exemplary customer experience; working to resolve customer incidents and service requests
quickly and efficiently whilst escalating those which are too complex or require specialist
skillsets.
You will have exposure to a wide range of technologies, have the opportunity to further
develop your skills and work with fellow enthusiastic IT professionals in a positive culture and
working environment. You will be expected to manage your own workload and queues,
ensuring that tickets are resolved in appropriate timeframes and that customers are kept
informed throughout.

Key responsibilities

    • Engage with customers via multiple channels (including phone, email, chat and
      service portal), providing efficient and effective customer service to our
      customer’s end users and other key stakeholders
    • Act as the first point of contact for technical service requests and incidents
    • Create, prioritise and assign tickets within the company IT Service Management
      platform, and maintain accurate records across a service ticket lifecycle
    • Prioritisation and active management of all allocated tickets, ensuring resolution
      within agreed customer SLA’s and associated targets
    • Provide exemplary service to the customer ensuring high personal and
      organisational customer satisfaction scores are maintained
    • Provide 1st line diagnosis and resolution of incidents and requests
    • Accurately determining tickets that require escalation, and providing all necessary
      handover notes in accordance with standard operating procedures
    • Identify potential problems in accordance with the company Problem Management processes
    • Develop a good understanding of our client base whilst building and maintaining
      good client relationships
    • As a member of an ISO Compliant organisation there is a requirement to follow
      Chorus company policies, procedures, and guidelines for both Quality
      Management and Information Security Management Systems in place. As a
      Chorus employee you will have access to various company and client assets and
      will be required to maintain the level of security as identified by each asset.
    • Comply with all relevant legislative and legal requirements, including industry
      regulations, employment law, Data Protection and Health and Safety.
    • Demonstrate behaviours that promote our values.
    • Undertake any other duties as reasonably requested.
People walking in lobby

About us

Chorus are an award-winning Managed Service Provider, specialising in Microsoft technologies and working with leading private and public sector organisations across the UK.

Founded in 1999, we have continued to innovate and evolve our services so that we always deliver the latest cutting-edge solutions with a cloud-first approach and exceptional customer service.

Chorus awards

Benefits

Extraordinary results start with amazing people; we look for people with passion and drive and in return we provide you with an excellent platform to develop your career, knowledge and experience while helping our clients tackle exciting challenges.

  • Support with latest training and certifications
  • Excellent growth and advancement opportunities
  • Fantastic staff and family social events and annual awards
  • Modern office and staff area: pool table, PS4s, table football, arcade games
  • Free parking, fruit and drinks
  • Other benefits: company pension, childcare vouchers, discounted gym membership

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