Customer Service Technician Apprentice Nottinghamshire Police

What you will do in your working day

PRINCIPAL ACCOUNTABILITIES

• Be the first point of contact to customers who contact IS for help and support, by phone, in person or online.
• Triage enquiries to determine the prioritisation of reported Incidents and Requests appropriate to the business critical functions and force priorities.
• Complete initial troubleshooting on issues being presented with an aim to resolving them there and then or recording the issues to help the investigation and diagnosis by other IS teams.
• Follow up on calls waiting for customer and waiting for authoriser to ensure they are completed within service targets. Follow up on
  Customer feedback on the closure of incidents and requests.
• Direct customers to self-help resources and knowledge articles, test documentation and guidelines before publication.
• Support the release of new products by participating in testing and by providing early life support activities such as providing advice on new systems and technologies.
• Maintain the stock of hot swaps to get Customers up and running and maintain the stock of over the counter spares and peripherals, including loan equipment.
• Fulfill requests and maintain stocks of non-standard and adaptive
  technologies, ensuring that customers receive their specialist equipment within SLA.
• Participate in technology audits and stock checks for all technology assets, including the recovery of unused hardware or software assets.
• Administer asset records for devices, components and monitor service usage and billing working with service providers as required.
• To participate in the Force PDR process.

The training you will be getting

• Level Customer Service Specialist apprenticeship standard, including Functional Skills in maths and English, if required.
• This is a work based programme which means that predominantly, your learning will take place on the site of your employment and within your contracted working hours.
• You will work with expert assessors to develop new knowledge, skills and behaviours within the profession.
• You will experience a blended learning model.
• We host supporting workshops regularly throughout the apprenticeship which you can attend in person at our Derby Road campus or online using Microsoft Teams. These workshops are carefully designed to support the learning required throughout the apprenticeship programme.
• You will gather learning evidence, journals and off-the-job records using your e-portfolio.
• At the end of the planned learning period, it will be agreed by all parties that you are ready to enter 'Gateway' and for your End Point Assessment to be arranged.

What to expect at the end of your apprenticeship

• Potential of full time role, upon successful completion of apprenticeship.