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IT Customer Support Apprentice
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About the Role
You will learn how schools use their MIS systems, including Arbor, Bromcom, and SIMS. You will gain hands-on experience by assisting schools through phone, email, and remote desktop tools, learning how to resolve technical issues and provide guidance to our customers.
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What You'll Do at Work
- Learn to support schools using their MIS systems via phone, email, and remote support tools
- Log customer queries and track support tickets through to resolution
- Assist in identifying and resolving common technical issues, with help from senior colleagues
- Help test, design and distribute reports
- Take part in training sessions and use online resources and webinars to build your knowledge
- Assist with creating and updating help guides and documentation
- Help colleagues with various administrative and support tasks
- Commit to learning about school processes, data protection, and education standards
- Follow company policies, including health & safety and equality practices
Where You'll Work
Unit 38 Keystone MIS K 3 Building
Clough Road
Hull
HU5 1SN
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training Provider
HULL COLLEGE
Training Course
Customer service practitioner (level 2)
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What You'll Learn
Course Contents
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
- Depending on your job role and work environment:
- Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
- Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
- Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
- Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
- Demonstrate patience and calmness.
- Show you understand the customer’s point of view.
- Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
- Maintain informative communication during service recovery.
Training Schedule
Customer Service Practitioner Level 2.
Essential Qualifications
- GCSE in:
- English (grade 3/D)
- Maths (grade 3/D)
- Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
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Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Analytical skills
About This Employer
Keystone MIS provides accredited, professional, impartial, comprehensive and affordable MIS (Management Information System) support and training to schools across the UK. We pride ourselves on the high level of support we offer and have built excellent relationships with schools over many years. Our team is friendly, approachable and knowledgeable, with expertise in handling children's data and staying current with legislation. Our core values are built on customer service and high-quality support. Our service desk is at the heart of what we do, acting as the first point of contact and a vital service for our customers. This apprenticeship role is a key opportunity to join that team and begin your career in IT support and educational technology.
https://www.keystonemis.co.uk/ (opens in new tab)
After This Apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Upon completion there may be an opportunity for a full-time position.
Contact
The contact for this apprenticeship is:
HULL COLLEGE
The reference code for this apprenticeship is VAC2000049311.
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