Software Support Analyst Apprentice – Nottingham, NG5 2GA

Level 3 Digital Support Technician

Company: VISAV Limited

Office Address: Sherwood Business Centre, 616a-620a Mansfield Road, Nottingham, NG5 2GA

Working hours: Monday to Friday, 09:00-17:00

Salary:  £7.80 per hour not including lunches £15,210 PA

Please contact SeanHove@bpp.com or call 01133 500 333

About the company:

VISAV is a small software solutions company primarily developing and supporting the Neighbourhood Alert messaging and engagement system used by many UK Police forces and other partners across the UK. Our team is passionate about delivering exceptional support to our clients, and we are looking to expand our team with a motivated Software Support Analyst.

Brief job description:

As a Software Support Analyst you will deal with incoming issues through email, live chat and phone channels. Escalate issues to relevant colleagues/departments when appropriate to ensure timely resolution. Working as part of a small team, liaise with customers to gather information on issues to be passed onto the development team in order for fixes to be implemented.

Your duties and responsibilities in this role will consist of:

Help-desk duties

• Provide fast and friendly service through live support channels for priority customers, in order to immediately resolve urgent issues.
• Ensure that support tickets/calls are appropriately recorded and logged within the help-desk system.
• Ensure that all queries are dealt on a daily / weekly basis in accordance with the relevant customer SLAs and to a high standard of satisfaction.
• Provide virtual training on software and software modules to a number of high-level customers using Microsoft Teams.
• Create training / support materials for use by customers from a virtual help-desk platform.

Training duties

• (Once trained in use of our products) Present effective virtual, live training sessions to audiences of varying size and ability.

Successful applicant will be required to be vetted to NPPV Level 3 (undertaken at point of employment)

Qualifications:

• GCSE or equivalent
• A-Level or equivalent (desirable)
• IT relevant qualifications (desirable)

Skills Required:

• Troubleshooting ability, be able to logically work through problems to find a root cause.
• Excellent communication and organisational skills, with the ability to manage multiple priorities simultaneously, and provide a high level of customer service.
• Ability to work independently and as part of a team, with a strong commitment to delivering high-quality work.
• Technical skills, including proficiency with Microsoft Office, and drive to gain knowledge on new products and technologies.
• Knowledge of GDPR regulations and other data protection laws (desirable).
• Basic understanding of web development technologies (desirable).
• Ability to present in an informative manner to an audience (desirable).

Personal Qualities:

• Self-starter, motivated, punctual, ambitious.
• A willingness to learn new technologies and take on additional responsibilities.
• A positive, proactive attitude and a strong team player.
• Strong problem-solving abilities and a keen interest in technical support.

Future prospects:

Opportunity to move into a more specialised role within the business, with experience.

Training to be provided:

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Digital Support Technician, with training in how to:

• Helpdesk Operations and Functions
• Maintaining Digital Systems and Services
• Fundamentals of Digital Systems
• Administration of Digital Systems and Services
• Change Management
• Teamwork and Communications
• Introduction to System Security
• User and Stakeholder Training
• Working in Digital Support
• Data Operations and Security
• Pathways and Career Progression