Valuing Diversity and Inclusion

At Everything Tech Group we aim to create a workforce that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.

Job purpose

To act as the first point of IT support contact for all customers. To proactively resolve hardware and software issues from all incoming channels. To deliver a high level of customer service in line with set Company Service Level Agreements. To be a proactive member of the Service Desk Team and ensure adherence to all set Service Desk processes and standards.

Key tasks and responsibilities

• Provide a professional and personal first point of contact to all customers.

• Provide proactive first line IT Support to all customers.

• Ensure all support requests and incidents via any inbound channel are properly understood and recorded on Autotask.

• Proactively contact and chase customers until a resolution has been achieved or the issue is escalated.

• Deliver exceptional Customer Service striving to achieve first time resolution.

• Escalate relevant and more complex work to the more experienced Service Desk Technicians after initial assessment and within a relevant timescale.

• Proactively manage all personal workloads, ensuring all tickets are worked within the set Service Level Agreements.

• Achieve the set Service Desk KPIs and Service Level Agreements.

• Adhere to all Service Desk technical processes and guidelines as well as company processes and standards as per the handbook.

• Undertake maintenance tasks for monitored systems.

• Prepare customer hardware or software ready for project delivery.

• Ensure the Autotask system is fully updated with all activity, including notes, to-dos, and knowledge bank information.

Experience and personal attributes

• Interest and experience in general I.T services

• General understanding of PCs, servers, email, telephony, and backup

• Positive attitude and thinker

• Hard worker, self-motivated with the ability to work under pressure

• Eager to continually develop technical and customer service skills

• Excellent communication and people skills

• Excellent time management skills with the ability to prioritise workload

Qualification 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 in a similar subject

Non-standard entry with work experience

Relevant qualifications and/or work experience will be considered for applicants with potential to benefit from the programme.

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:

Monday to Friday 9.00am - 5.00pm.

Benefits

• Employee of the Month incentives and rewards.

• Friendly, supportive, and close-knit team culture where everyone works together to succeed.

• No corporate hierarchy, giving you the opportunity to have your voice heard and make an impact.

• Regular recognition and rewards for achievements and high performance.

• Annual and event based bonus schemes that share the company's success with employees.

• Flexible working.

• Ongoing training, development, and career progression opportunities.

• Strong investment in employee wellbeing, including support for health, body, and mind.

• A company that genuinely values its people and invests in their success.

• Annual awards programme with high value prizes and recognition.

• "Wheel of Achievement" offering fun, on the spot t prizes.

• Team social culture, including access to the office beer fridge after a hard day's work.