Service Desk Higher Apprenticeship - NCS Office Systems Ltd

Service Desk Higher Apprenticeship - NCS Office Systems Ltd

NCS Office Systems Ltd is a dynamic and growing company that specialises in providing high-quality office solutions and services to clients. We pride ourselves on creating a supportive, collaborative workplace that fosters growth and development.

Overview: 

We’re currently looking for an enthusiastic and motivated apprentice to join our team and help with the day-to-day operations.

Responsibilities:

• Triage and log all service calls across region, acting as first responder, ensuring this log is maintained for full visibility/traceability. Timely call resolution and customer satisfaction remain priority.
• Effectively utilise CRM, 2Serve, which you will become a superuser in, and ERP systems to manage service workflows, track performance metrics, and support decision-making.
• Continuously monitor response times for all service requests; initiate escalation protocols when calls approach or exceed SLA thresholds.
• Strategically allocate and manage engineer diaries to optimise coverage and ensure compliance with all SLAs and contractual obligations
• Maintain consistent and accurate updates on all active service calls, with a focus on those exceeding agreed SLA terms.
• Collaborate with other departments to address and resolve service-related issues efficiently.
• Ensure all equipment installations are scheduled and initiated within 48–72 hours of request.
• Monitor, document, and report all chargeable service activities to ensure accurate billing and revenue tracking using Excel.
• Employ advanced knowledge of MS Office to gather information from Excel sheets and other PC-based tools to streamline documentation, reporting, and communication.

Desirable skills:

• Confident and friendly.
• Willing to learn and able to work in a busy environment.
• Ambitious. 
• Able to work in a team environment.
• Good communication skills.

Salary:

£15,704 - £17,888 per annum, depending on experience and age.

Working week: 

40 hours a week, Monday to Friday, 8:30am - 5:30pm.

Benefits:

• 20 days annual leave plus public holidays.
• No weekend work!
• Ability to grow in a supportive environment.
• Opportunity to gain formal qualification whilst in role.

Future prospects:

NCS Office Systems have supported numerous apprentices in the past who've progressed within the company following successful completion of their apprenticeship.

About QA Ltd

Discover your potential through a QA apprenticeship, mastering the skills and technologies that today's employers are seeking. With an apprenticeship, you can earn while you learn and unlock a world of opportunities. Our programmes offer apprenticeships and degree apprenticeships focusing on the most in-demand tech skills, ranging from Level 3 up to Level 7 (a master’s degree).

• 40,000+ learners have already accelerated their careers with QA.
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• Join a provider ranked in the Top 50 Training Providers from 2019 to 2024.
• Benefit from an award-winning learning system that combines cutting-edge technology, engaging content, compelling design, and on-demand tutor support.

How to apply

To apply for this role and to find out more, please click on the apply button.

Please note that applications may close before the application deadline, so apply early to avoid disappointment.