Delivered on behalf of the
Greater Cambridge Partnership

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IT Apprentice

Specific duties/responsibilities will include:

  • Ensure that Level 1 support is available between the hours of 8.30am until 5.00pm
  • Check and log any issues with ED Software each morning when checking the customer’s server
  • Accurately log each support resolution in the help desk ticket system as well as timesheet system provided by the company
  • Follow company processes and procedures
  • Ensure that all Level 2 support is delivered to a satisfactory conclusion in a timely fashion and within support agreement terms
  • Resolve all support tickets where possible or else ensure that they are escalated to Level 2 effectively
  • Ensure that there is an understanding of Exchequer Dynamics’ goals, and aim to meet these goals
  • Ensure that best practice and professionalism is followed for support by using exceptional telephone skills and bestowing confidence to our customers wherever possible
  • Provide high quality customer service and promote the company’s reputation
  • Weekly reviews with the Support Manager
  • Use the Customer Relationship Management tool to keep customer records and information up to date and accurate
  • Maintain a pro-active response when trained on Exchequer Dynamics software
  • Report any faults with internal hardware or software to the line manager upon discovery
  • Ensure that your knowledge base is kept up-to-date where solutions are found
  • Ensure that all tasks assigned by the Support Manager or Technical Director are achieved within their timescales
  • Manage tickets to ensure that all tickets are delivered to a satisfactory conclusion in a timely fashion and within support agreement terms
  • Ensure that the Exchequer Dynamics Twitter site is kept up to date with Marketing on the Website
  • Assist with the production and delivery of Exchequer Dynamics magazines
  • Ensure that support and requests are prioritised and not missed when assigned
  • Review new technologies where appropriate and discuss with the Support Manager
  • Treat customers and staff professionally at all times
  • Ensure that housekeeping is of the highest possible standards
  • Carry out any other reasonable request from management

Employer: EXCHEQUER DYNAMICS LIMITED

Wage: £156.00 (Weekly)

Closing Date: 31st Jul 2019

Possible Start Date: 11th Jul 2019

Expected Duration: 15 months

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