Job Overview

To gain an Infrastructure Technician lv3 apprenticeship whilst providing excellent customer service to resolve reactive, client-facing Service Desk tickets. Working as part of a team, in a fast-paced, dynamic environment supporting a multitude of client and internal systems and applications, on-premise, in QuoStar’s cloud environment and within public cloud services. The role will be based primarily at QuoStar HQ in Bournemouth with visits to client sites on an ad-hoc basis. The initial apprenticeship period is 16 months, at the end of which the successful candidate will progress onto the next phase of the QuoStar Training Academy.

Key Responsibilities

  • Communicate with clients, end-users and 3rd parties via telephone, e-mail and remote support tools to resolve incidents, service requests and provide regular updates.
  • Work as a team with other members of the Service Desk support team to resolve client issues.
  • Utilise QuoStar’s internal Service Desk systems and any other tools required to complete your role.
  • Complete coursework and learning in own time in line with achieving QuoStar training academy milestones.
  •  Complete full documentation of client and internal systems to the required standard.
  •  Follow policies and procedures to comply with QuoStar’s ISO 20000 and ISO 27001 accreditation.
  •  Management of your own time and resolution of service requests within SLA.
  •  Complete additional research when required when faced with unfamiliar technologies to resolve client issues in a timely manner.
  •  Strive for continuous improvement in everything you do.
  •  Desire to learn and improve your technical knowledge of QuoStar’s catalogue of preferred technical solutions.
  •  Share your learnings, experience and work ethic with other members of the QuoStar teams to aid their own development and exceed QuoStar standards.
  • To become involved in other tasks/duties as required

Essential Experience, Skills & Experience

  • Excellent communications, both written and verbal
  • Full UK driving license and own car
  • At least 2 years of experience working in a client-facing role
  • A strong interest in IT/computing
  • Self-motivated and driven to succeed
  • Strong time management
  • Problem-solving
  • Proven track record of learning/passing exams
  • 5 x GCSE’s grade 5 or above, including Maths, English and IT

Desired Experience, Skills & Experience

  • Understanding of Managed Services
  • Experience of working in an IT-based role
  • 3 x A Level or equivalent

This role is suitable for someone who…

  • Is looking to take the first steps on a career in IT
  • Wants to continually improve themselves through learning in their own time and completing industry-standard certifications.
  • Who embodies the QuoStar core values:
    • Can Do
    • Approachable
    • Genuine
    • Take Ownership
    • Focused on the Detail
  • Team: Service Desk
  • Reports To: Service Desk Team Leader
  • Salary: £16,000
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