IT Support Analyst Apprenticeship

Employer description: 

Founded in 1969, Cegedim is an innovative technology and services company in the field of digital data flow management for healthcare ecosystems and B2B, and a business software publisher for healthcare and insurance professionals. 

Main responsibilities: 

Deal with the Resolution of customer problems by means of:

1. Telephone support
2. Remote support
3. Logging hardware issues to third party support teams

As well as: 

• Provide a friendly and professional service to our customers at all times
• Ensure that all customer problems are resolved to a satisfactory conclusion
• Accurately record and maintain call management system records when dealing with incidents and queries raised by customers and internally
• Ensure incident SLA targets are maintained through proactive management of individual and team calls.
• Ensure that all incoming calls are answered within an acceptable timescale. This also includes being aware of the wait times for all product queues and acting to resolve long delays
• Ensure all customer call backs and e-mails are carried out in an acceptable timescale
• Escalate to tier 2 where a customer problem is not being resolved in an acceptable timescale
• To notify a teamleader/manager where a customer has a serious problem which is causing severe difficulties for the customer
• To keep customers informed of the progress of their incidents
• To fully follow all Service Desk procedures including those for logging faults to Maintenance, Installs and Development departments 

What we are looking for:

Key skills:

• An ability to think creatively and apply that to customer issues. 
• Able to prioritise, manage multiple incidents and meet deadlines. 
• Must good communication skills to give customers confidence when representing the business. 
• Must have the ability to work comfortably under pressure, able to identify issues and work to resolve them in partnership with tier 2. 

Entry requirements:

You need to have 5 GCSE’s:

• Maths and English (or equivalents) at grades D or above
• 3x GCSE’s grade A-C in any other subject 

You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship. 

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. 

Find out more here: 

https://www.enic.org.uk/Qualifications/UKQRS/Default.aspx

Additional benefits:

• Flexible working hours
• Home working
• Opportunity for progression in an expanding team
• Strong support network within the team

Important Information:

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.