Service Desk Apprentice Role (Nottingham)

UK - Nottingham

As a Service Desk Apprentice, you will play a crucial role in providing technical support and ensuring smooth operations within our organization.


If you’re passionate about IT, enjoy problem-solving, and want to kick-start your career in a supportive environment, this apprenticeship could be an exciting opportunity for you!

Role & Responsibilities:

  • Act as the initial point of contact for clients experiencing technical issues with their WAY2PAY systems
  • Provide timely and professional assistance to users via phone, email, or chat
  • Diagnose and troubleshoot hardware and software issues related to WAY2PAY systems
  • Clearly and concisely document technical issues and resolutions in our ticketing system
  • Ensure contractual SLA’s are adhered to in line with company policy and procedure
  • Work closely with 3rd party engineer supplier being a key point of contact when on site to allow timely resolution of issues
  • Work alongside Hardware Dept to ensure effective management of BreakFix engineer deployment and satisfactory resolution of issues
  • Maintain excellent communication with clients, keeping them informed of the status and progress of their support requests
  • Build strong relationships with clients, as well as 2nd and 3rd Line colleagues to maintain high service level delivery
  • Provide step-by-step guidance to clients for issue resolution when applicable
  • Escalate complex technical issues to 2nd Line Support or relevant 3rd Line technical teams, providing detailed information to facilitate swift resolution
  • Conduct basic user training to help clients optimise their use of WAY2PAY systems and prevent recurring issues
  • Contribute to the development and maintenance of knowledge base articles and documentation to assist resolution of common issues

Required Knowledge, Skills & Abilities

  • Basic understanding of computer hardware, software, and networking concepts
  • Familiarity with EPOS systems commonly used in the hospitality and retail industry
  • Flexibility to work shifts in alignment with business hours, including evenings, weekends, and bank holidays
  • Proactive problem solver with an analytical mindset and effective prioritization abilities to efficiently tackle challenges
  • Ability to troubleshoot hardware and software issues
  • Excellent communication skills, both verbal and written
  • Dedication to delivering high-quality customer service
  • Ability to collaborate effectively with colleagues

Givex is glad to provide reasonable accommodation for applicants with disabilities under the Accessibility for Ontarians with Disabilities Act, the Ontario Human Rights Code, and Givex’s policies. If you require accommodation to participate in the recruitment process, please provide your accommodation needs in advance to Givex’s Human Resources Department by phone 1-877-478-7733 or by email to “accessibility” at givex.com.

Apply Now

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