Employer description:
At XMA, we strive to unlock our clients’ potential by delivering innovative solutions and services that meet their needs. Then, we go the eXtra mile. Because we believe in eXceptional.
XMA supports your business every step of the way with our range of solutions and services, each one market-leading and fine-tuned to perfection. From seamlessly deployed hardware and bespoke software solutions, to shielding your assets with cutting-edge security, let our expertise steer your business. We’re with you every step of the way, helping you elevate customer satisfaction, streamline operational efficiency, and fuel growth. With over 35 years in the business and best-in-class solutions, see where eXceptional takes you.
Overview:
The main purpose of this role is to deliver service desk functions as described by ITIL providing excellent support services for customers through ticket ownership, adhering to service level agreements.
You will rotate through a minimum of three service desks utilising different ITSM’s which includes our Technical Desk and Device Management and have shadowing sessions on our L2/L3 desks. Additionally, they will spend time with other ITIL service practices and departments within XMA.
Responsibilities:
- Act as XMA’s first point of contact for all technical incidents and requests, logging and resolving issues via phone, email, or other channels in line with service level agreements.
- Take ownership of end-to-end ticket management, ensuring clear communication and working with the technical support teams to resolve issues.
- Identify, log, and escalate major incidents, underlying problems, capacity issues, and security concerns as needed.
- Deliver high-quality customer service by following service management processes and policies. Respond promptly and professionally to calls, aiming for first-time resolution, and provide advice or basic training where required.
- Support service operations by assisting with maintenance tasks, acting as a service representative for assigned areas, and helping to meet SLAs and performance targets.
Desirable skills:
- Good communication skills.
- Basic IT knowledge.
- Comfortable using computers, email, and common software such as Microsoft Office.
- Problem-solving skills.
- Organisation skills.
- Attention to detail.
- Customer service awareness.
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.
Working hours:
9am – 5pm.
Benefits:
- After 6 months the salary increases to £18,000 per annum + £82 per month food allowance. On completion of the apprenticeship the salary will increase to £20,500.
- Private medical insurance for the employee, their partner and dependents.
- Cash plan scheme, income protection and life insurance paid for by XMA.
- YuLife - a 24/7 virtual GP, a confidential Employee Assistance Programme and a wellbeing app - earn bonuses and discounts from UK’s leading brands (including Amazon, Asos, and Tesco) in return for prioritising their health.
- Additional benefits through Moorepay including motor insurance plus extensive discounts of over 6000 retailers.
- 25 days holiday, rising each year based on length of service, rising to a maximum of 30 after 5 years’ service.
- Extra day off for your birthday.
- My Gym Discounts access.
- Electric car scheme.
- Outstanding rewards for outstanding performance.
- Celebrations of success at all levels.
- Free all around the world lunch on the last Thursday of each month.
- Free fuel Fridays - 3 lucky people each week will win £100, £75 or £50 tax free into their bank account.
- Free sports and social club.
- Employee of the Quarter - 1st place £1,000, 2nd place £500, 3rd place £300, and 4th place £150 all tax free. Employee of the Year receives £5,000 tax free.
Future prospects:
Potential opportunity to gain full time role.
About QA:
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.
Interested? Apply now!
