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Service-desk Apprenticeship

Financial Times (Scp) Limited
Pay: £250.00
Location: London LONDON United Kingdom
Category: Entry Level
Available from: Sep 2018
Finishes on: Ongoing Position
Type of work: Full Time, Indoor & Outdoor
Job reference: E02698858
2018-08-07 2018-09-04

Job Description

Job Purpose



Reporting directly to the UK Service Desk manager, the successful candidate will provide support for the UK Service Desk. This critical role will provide front desk as well as telephony support. 

In addition to the reactive support you will need to proactively maintain the environment through routine tasks.

The must-have quality required for this role is the ability to provide excellent customer service. The need to be able to talk with people in a confident, positive and reassuring manner should not be underestimated, as should the ability to multi-task and work well under pressure. In addition to this is the technical knowledge that should back up the soft-skills.



Main Duties and Responsibilities




  • Provide front desk support. Assisting users who walk up to the service desk requesting assistance.

  • Assist in handling the volumes of contacts made by the FT business into Technology globally through phone, email, self-service and direct contact, assisting in resolving or reassignment to the appropriate teams where applicable.

  • To ensure that customers are provided with regular updates on fault diagnosis prior to resolution and follow up that the customer is fully

  • Escalate support queries to appropriate IT teams and work collaboratively to ensure timely resolution.

  • Perform user administration tasks on a host of end-user based applications and systems, both locally and globally.

  • Provide support to all mobile and end users devices, both FT and personally owned where appropriate.

  • Understand the full range of services that the Service Desk provides and prioritize team workload accordingly.

  • Develop and maintain a good understanding of the FT businesses and support priorities.

  • Liaise with globally distributed Service Desk staff to maintain consistently good support for all FT staff.

  • Contribute to the continual service improvement of end-user services.

  • On a regular basis input Problems that are seen on the desk into the Problem management process, and coordinate through to finding the root cause.

     


Personal Qualities :

All you need isEEWAPwhich is:




  • ENERGY

  • ENTHUSIASM

  • WILLINGNESS TO LEARN

  • ABILITY TO TAKE FEEDBACK

  • PROPENSITY TO TAKE ACTION



Skills Required :

  • Ability to provide excellent customer service.

  • First-class communications skills.

  • Ability to multi task and work well under pressure.

  • Excellent organisational skills.

  • Good attention to detail.

  • Good desk-side manner.

  • Pro-active approach to work.

  • Professional outlook and presentation.

  • Strong customer service focus.

  • Strong team player keen to learn and contribute.



The FT is committed to equality of opportunity. We are determined to create a diverse group at all levels of our company -- and we welcome all members of the community we serve to apply for openings with us.



Future Prospects :

Level 4 Network Engineer Apprenticeship


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