Helpdesk Analyst Apprentice Review
at Klipboard
Level 3 Apprenticeship
Customer Service
Nottingham
Review Submitted: April 2025
Overall Rating
4.7 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
4/5
-
Overview of Role
4/5
-
Skills Development
4.6/5
-
Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
4/5
Answer questions and troubleshoot a range of issues quickly and efficiently.
▪ Provision of high-quality updates to customers on a regular basis.
▪ Correctly set the customers’ expectations.
▪ Deliver on promises
Take personal responsibility for every case, ensuring a proactive approach to resolution is taken and ensure all parties are kept updated
o Proactive management of assigned cases
o Maintain excellent quality of cases with detailed notes
o Always display a positive and can-do attitude
o Identify solutions and preventative measures to improve the customer’s experience
o Ensure all cases are progressed in line with InspHire SLA/SLO’s.
o Team Work: Proactively share knowledge, help during times of leave/absence, and share service improvement opportunities.
o Be curious to change, evolve and develop in ways that help us better serve our customers.
Show and carry out:
o Customer service skills
o IT Support methodology and systems
o Document writing/management
o Database queries
o Application development lifecycle overview
o Project delivery overview
▪ Provision of high-quality updates to customers on a regular basis.
▪ Correctly set the customers’ expectations.
▪ Deliver on promises
Take personal responsibility for every case, ensuring a proactive approach to resolution is taken and ensure all parties are kept updated
o Proactive management of assigned cases
o Maintain excellent quality of cases with detailed notes
o Always display a positive and can-do attitude
o Identify solutions and preventative measures to improve the customer’s experience
o Ensure all cases are progressed in line with InspHire SLA/SLO’s.
o Team Work: Proactively share knowledge, help during times of leave/absence, and share service improvement opportunities.
o Be curious to change, evolve and develop in ways that help us better serve our customers.
Show and carry out:
o Customer service skills
o IT Support methodology and systems
o Document writing/management
o Database queries
o Application development lifecycle overview
o Project delivery overview
To what extent do you enjoy your programme?
4/5
I am really enjoying my programme as it allows me to work with incredible people, develop and maintain necessary skills, and establish great connections.
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
I have learnt and developed the following skills:
Curiosity and Interest in my IT support role
▪ Logical thinking
▪ Problem Solving Skills
▪ Good people skills
▪ Excellent communication skills, both written and verbal
▪ Always display a “customer first" attitude
Curiosity and Interest in my IT support role
▪ Logical thinking
▪ Problem Solving Skills
▪ Good people skills
▪ Excellent communication skills, both written and verbal
▪ Always display a “customer first" attitude
Structure and Support
How well organised/structured is your programme?
4/5
It is incredibly well structured and organised as I always understand what is expected of me, as well as where to go if I am unsure of anything.
How much support do you receive from your employer?
5/5
I receive an incredible amount of support from my employer as I am always having check-ups, allocated time and any necessary support when and as I may need it.
How much support do you receive from your training provider when working towards your qualifications?
5/5
I receive a huge amount of support from my training provider when working towards my qualifications as I always understand what do to, what is expected of me, always ensure that I meet any deadlines as well as any other support that may be necessary.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
My qualification helps me to perform better in my role as it allows for me to correctly set the customers’ expectations, deal with them according to the specific situation and deliver on any promises that I am able to make them, due to the qualification.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
4/5
There are many regular extra-curricular activities to get involved in at my work, ranging from meals, activities, social events, sport events - All from both a smaller department scale as well as the wider organisation/business.
Recommendations & Advice
Would you recommend Klipboard to a friend?
Yes
Why?
Klipboard is an incredible place to work, offering an unparalleled level of support and a team of amazing, talented individuals. The company provides a wide and exciting range of duties and responsibilities, ensuring that every day brings new challenges and opportunities for growth. The collaborative and inclusive environment at Klipboard fosters innovation and personal development, making it a fantastic place to build a rewarding career. A place where you can truly thrive and grow.
What tips or advice would you give to others applying to Klipboard?
Be open to collaboration and innovation, always look for opportunities to learn and grow, connect with your colleagues and support each other, take initiative and be ready to tackle new challenges.
