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Customer Services Technician Apprentice

Job description

If you like solving IT problems and helping people get the most from their IT, this role will hit the spot! In this role you will be the first point of contact providing help and support to Police Officers and Staff in person, over the phone and remote.

You will be learning about all the IT products and services used in Policing while studying, provide general advice and guidance on issues impacting the customers’ use of IT products and services, dealing with requests and solving straightforward IT problems.

You will triage enquiries to determine the prioritisation of reported Incidents and Requests against the force priorities, complete initial troubleshooting, resolving issues there and then or recording the issues to help the investigation and diagnosis by other Information Services teams.
Key duties and responsibilities will include:
• Be the first point of contact to customers who contact IS for help and support, by phone, in person or online
• Triage enquiries to determine the prioritisation of reported Incidents and Requests appropriate to the business critical functions and force priorities
• Complete initial troubleshooting on issues being presented with an aim to resolving them there and then or recording the issues to help the investigation and diagnosis by other IS teams.
• Follow up on calls waiting for customer and waiting for authoriser to ensure they are completed within service targets. Follow up on Customer feedback on the closure of incidents and requests
• Direct customers to self-help resources and knowledge articles, test documentation and guidelines before publication.

• Support the release of new products by participating in testing and by providing early life support activities such as providing advice on new systems and technologies
• Maintain the stock of hot swaps to get Customers up and running and maintain the stock of over the counter spares and peripherals, including loan equipment.
• Fulfil requests and maintain stocks of non-standard and adaptive technologies, ensuring that customers receive their specialist equipment within SLA
• Participate in technology audits and stock checks for all technology assets, including the recovery of unused hardware or software assets.
• To participate in the Force PDR process and take responsibility for identifying your own professional and career development needs.

How to apply for this vacancy

You can apply for this vacancy through the National Apprenticeship Service. If you require any assistance with applying for this vacancy please contact us on 0115 945 7260 or email the apprenticeship team.

Application deadline: 16/12/2023

Possible start date: 23/12/2023

  • Communication skills
  • IT skills
  • Customer care skills
  • Problem solving skills
  • Accountability and Ownership
  • Strong passion for IT
  • Helpful, friendly attitude

  • GCSE or equivalent Maths and English A*-C/9-4 (Desired)

Functional Skills level 2 in Maths / English if required.
Information Communications Technician Level 3 Standard
https://www.instituteforapprenticeships.org/apprenticeship-standards/information-communications-technicianv1-0
Weekly day release to Nottingham College – The Hub.
Please click on the link above for more information regarding End Point Assessment.

Potential opportunity for a permanent role within the company following successful completion of the apprenticeship.

Employer information

Nottinghamshire Police are working with partners, and the communities we serve, to make Nottinghamshire a safe, secure place to live, work and visit.

Address details:

Nottinghamshire Police
Sherwood Lodge
Arnold
Nottingham
NG5 8PP

Map data is calculated from the available geolocation information.

Reference number VAC1000118404
Working week Monday-Friday 9-5pm
30 minute break
Total hours per week: 37
Expected duration 18 Months
Apprenticeship level Advanced
Related course Information Communications Technician - Advanced Apprenticeship (Level 3)
Salary £18,501.00 (Annually)

Apprentices are paid for their normal working hours and training that’s part of their apprenticeship (usually one day per week).