Infrastructure Technician Apprentice

☞ Just IT

View: 107

Update day: 11-06-2024

Location: Batley Yorkshire and the Humber

Category: IT - Software Internship / Entry level

Industry: Information Technology Services Computer Software Staffing Recruiting

Position: Internship

Job type: Full-time

Loading ...

Job content

To provide technical support to external customers who utilise cloud contact centre solutions and various adjuncts provided by CC360.

Key Tasks

  • Respond to, monitor and update incidents in a timely manner within SLA, owning each incident up to resolution, including with 3rd party provider.
  • Implement changes relating to the Genesys Cloud telephony system in line with the Change procedures and processes.
  • Set up, test and implement new Genesys Cloud-related call centre systems
  • Troubleshoot Genesys-related user issues
  • Work closely with 3rd party providers and monitor/manage all escalations, providing regular updates to end-users and key operational staff.
  • Utilise strong attention to detail to resolve telephony-related incidents.
  • User and phone number maintenance to be completed regularly within Genesys, keeping track of all changes and user amendments made using the ticket logging tool.
  • Proactively monitor requests and systems and act accordingly to fix issues before they become major incidents.
  • Perform routine maintenance on yours and the team’s open Incidents and Service Requests, ensuring that escalations are chased and tickets are updated regularly within SLA.
  • Act on advice provided by 3rd party provider in event of escalation.
  • Employ customer-focused communication techniques, both written and verbal, in the handling of all requests and face to face communications.

    • Desired Skills

    Requirements and prospects
    • Good written and oral communication, problem-solving and analytical skills
    Personal qualities
    • Friendly, outgoing disposition
    • Adaptable to change and capable of learning new skills & requirements
    • Self-motivated, proactive with a "can-do attitude"

    Desired Qualifications
    • To be considered for this role, you ideally will hold a C/4 grade in both GCSE or equivalents in maths & English, and in three or four other subjects at least
    • BTEC or A Level or equivalents in ICT or at least experience with the workings of computers and IT would be a bonus
    Future prospects

    After The Apprenticeship

    Over 90% of our Apprentices move on to permanent full-time employment in the tech industry. There are also opportunities to extend your training with a higher-level Apprenticeship programme.
    Loading ...
    Loading ...

    Deadline: 26-07-2024

    Click to apply for free candidate

    Apply

    Report job
    Loading ...
    Loading ...

    SIMILAR JOBS

    Loading ...
    Loading ...