About Cybit:
Our success is people powered, and we're on a mission to work with the best. We operate out of three offices, Berkshire, Newcastle & Belfast, and have 150 employees across Cybit. We have great relationships with our vendors, and we’re a Microsoft Gold Partner, Qlik Select Partner, Alteryx Premier Partner, AWS Advanced Consulting Partner, Palo Alto Platinum Innovator, F5 Gold Partner and more!
Within our Managed Services division, we work closely with customers providing technical support and maintenance to all supported IT business users, systems, hardware, and applications. As well as our Managed Service division, we also have Data & Analytics and Cyber Security specialist arms to the business, setting us apart from other IT consultancies.
Overview:
Rapid growth, huge opportunities and exciting challenges mean we're looking for brilliant people to join our team here at Cybit.
Working within the End User Support team, the Service Desk Agent. Whilst providing expert technical support, the Service Desk Agent will ensure incidents and requests are resolved in an efficient and professional manner in line with service level commitments.
The Role / Duties: [you will be responsible for]
- Providing a high level of customer service to customers via telephone, email, and customer portal
- Gathering information from customers regarding their incidents and recording accurately on the Service Management tool
- Prioritising incidents and requests ensuring they are resolved within Service Level commitments and escalating them to 1st/ 2nd/3rd line when appropriate
- Various administration duties such as receiving, packing, and dispatching goods
Resolving incidents and requests in a logical and thorough approach. This may include using technologies such as:
- Windows
- Active Directory
- 365
- Citrix
What we are looking for: Desirable Skills:
- Basic understanding of Microsoft suite: They should have a basic grasp of the workings of Windows 10 Desktop & Office 365 applications.
- Customer service skills: The ability to speak with customers in a polite, friendly and helpful manner and convey technical information to non-technical people.
Personal qualities:
- Eagerness to learn: This is an apprenticeship, so a strong desire to gain knowledge and develop skills is crucial.
- Adaptability: Managed Services is constantly evolving, so someone who can keep up with new trends and technologies will be successful.
- Strong work ethic: This role will require someone who is reliable, hardworking, and can meet deadlines. The ability to prioritise tasks is essential.
- Communication skills: They should be able to communicate effectively with colleagues, both verbally and in writing.
- Teamwork: The ability to collaborate effectively with 1st / 2nd / 3rd line teams, as well as key stakeholders, is essential.
- Interest in technology: A passion for IT, its role in business and the desire to progress a career in the industry, is essential.
ICT experience / qualifications are essential and any experience within the field of customer service is a plus.
Entry requirements:
- 3 GCSE's (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.
Benefits:
- Bonus scheme
- Pension scheme
- 34 days annual leave including bank holidays (& the opportunity to buy more if desired)
- Healthcare cash plan
- Company electric car scheme
- Cycle to work scheme
- Employee assistance programme
- Occupational sick pay
Future prospects:
- Broader Business Engagement: As a diverse business, there are options to expand the remit to 1st / 2nd / 3rd line or transition fully into one of these discipline areas.
- Leadership & Management roles: The opportunity to develop into future entry level leadership roles within Managed Services.
- Technical Consultancy: The opportunity to deliver complex cloud and IT solutions to existing and new customers.
Important information:
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.
Apply now!