IT Support Higher Level Apprenticeship - Optical Express

IT Support Higher Level Apprenticeship - Optical Express

About Optical Express:

Optical Express are focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in their people and technology. Optical Express are Europe’s leading private provider of laser eye, premium intraocular lens and cataract surgery. They look after thousands of patients in their clinics every week.

The Optical Express team work together, collectively and consistently striving for excellence. They support each other, respect each other and are committed to a culture of care, trust and integrity. The culture extends to local communities, through their range of charitable and environmental projects.

What will I be doing?

• Assess and respond to incidents logged according to customer and priority needs, while aiming to reach a resolution in agreement with relevant SLAs and maximise customer satisfaction
• Log all incoming calls, chats, web and emails to the service desk
• Ensure all information is accurately recorded in the service management tool ServiceNow
• Ensure that incidents/requests are assigned to the correct resolver team
• Take ownership of logged incidents/requests, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolutions, ensuring the incident log is accurately updated at all stages
• Coordinate with Incident Management to ensure that service outages are correctly communicated to the business or affected users
• Plan and prioritise workload to ensure deadlines and targets are met while following processes to ensure that a high-quality service is provided to both internal and external customers
• Develop and maintain knowledge and skills and keep up to date with new processes, procedures and developments

What do I need to be successful?

• Passion for IT
• Enthusiasm to learn
• Excellent communication skills
• Strong work ethic
• Interest in problem solving
• Desire to build relationships within the Service Desk Team and the wider organisation

Salary

£20,800 per annum

Working hours:

Monday to Friday, 9am – 5:30pm

Benefits:

• Great starting salary
• Opportunity to progress internally

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

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.