Control Group International

Control Group International are specialists in the specification and installation of integrated electronic systems predominantly to the commercial market. The IT Support Consultant/Customer Service Consultant role is a highly responsible position which requires someone who has the ability to effectively manage client expectations.

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

Whilst the exact responsibilities will vary, the main duties of the role can be summarised as follows:

• To maintain a high degree of customer service for all support queries and adhere to good service management principles
• To take ownership of user problems and be proactive when dealing with user issues
• To log all calls on our support desk software and manage the ticket system effectively
• Deal with administrative activities professionally and in a timely manner
• Liaise with field engineers, installation programs, maintenance and warranty programmes

Where you'll work

UNIT CG1A CLARENCE MILL
CLARENCE ROAD
BOLLINGTON
MACCLESFIELD
SK10 5JZ

Apprenticeships

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

NOWSKILLS LIMITED

Training course

Digital support technician (level 3)

Understanding apprenticeship levels

What you'll learn

Course contents

• use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
• use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
• apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
• provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
• operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
• communicate effectively through a variety of different channels using terminology appropriate to the audience
• use digital resources to extend own knowledge and skills relevant to their role
• risk assess the organisational impact of decisions that they take
• use digital systems to identify productivity and performance improvements
• use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
• maintain system security in line with organisational policies.
• support digital operations or digital change and transformation activities.
• investigate application problems and enable resolution to maintain productivity and improve quality of service.
• coach and guide stakeholders to develop their applications skills to use digital systems effectively.
• monitor data to analyse systems use and provide insights to recommend use or applications developments.
• support customers in the use of information, products and services through digital channels.
• diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
• maintain end-user systems physically or remotely. For example: software, hardware or operating systems
• provide and direct end-users to tools and resources to help them to resolve their digital problems.
• use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
• use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
• apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
• provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
• operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
• communicate effectively through a variety of different channels using terminology appropriate to the audience
• use digital resources to extend own knowledge and skills relevant to their role
• risk assess the organisational impact of decisions that they take
• use digital systems to identify productivity and performance improvements
• use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
• maintain system security in line with organisational policies.