Service Desk Apprentice

Employer description: 
NCS Office Systems Ltd is a dynamic and growing company that specialises in providing high-quality office solutions and services to clients. We pride ourselves on creating a supportive, collaborative workplace that fosters growth and development.

Overview: 
We’re currently looking for an enthusiastic and motivated apprentice to join our team and help with the day-to-day operations.

 Responsibilities:

• Triage and log all service calls across region, acting as first responder, ensuring this log is maintained for full visibility/traceability. Timely call resolution and customer satisfaction remain priority.
• Effectively utilise CRM, 2Serve, which you will become a superuser in, and ERP systems to manage service workflows, track performance metrics, and support decision-making.
• Continuously monitor response times for all service requests; initiate escalation protocols when calls approach or exceed SLA thresholds.
• Strategically allocate and manage engineer diaries to optimise coverage and ensure compliance with all SLAs and contractual obligations
• Maintain consistent and accurate updates on all active service calls, with a focus on those exceeding agreed SLA terms.
• Collaborate with other departments to address and resolve service-related issues efficiently.
• Ensure all equipment installations are scheduled and initiated within 48–72 hours of request.
• Monitor, document, and report all chargeable service activities to ensure accurate billing and revenue tracking using Excel.
• Employ advanced knowledge of MS Office to gather information from Excel sheets and other PC-based tools to streamline documentation, reporting, and communication.

Desirable skills:

• Confident and friendly.
• Willing to learn and able to work in a busy environment.
• Ambitious. 
• Able to work in a team environment.
• Good communication skills.

Salary:
£15,704 - £17,888 per annum, depending on experience and age.

Working week: 

40 hours a week, Monday to Friday, 8:30am - 5:30pm.

Benefits:

• 20 days annual leave plus public holidays.
• No weekend work!
• Ability to grow in a supportive environment.
• Opportunity to gain formal qualification whilst in role.

Future prospects:

NCS Office Systems have supported numerous apprentices in the past who've progressed within the company following successful completion of their apprenticeship.

Important information:

This vocational apprenticeship comprehensively supports your specific job role with this particular employer.  Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work.  They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.

Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.

On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6. 

If you are interested in starting your career and receiving a work based qualification at the same time APPLY NOW!