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IT Services Apprentice

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Roche

2021-12-03 07:36:47

Job location London, Greater London, United Kingdom

Job type: fulltime

Job industry: I.T. & Communications

Job description

In partnership with Chichester University this 4-year Degree Apprenticeship will see you studying toward a Software Engineering Degree. Alongside studying toward your degree you will work as part of the Workflow & IT Team to deliver first class customer support by telephone, remote services and on-site (as appropriate).

* The IT Apprentice (ITA) will:- *

* Provide support for hardware and software relating to Roche IT product installations

* Developing, enhancing, and promoting the use of new technology within the WF & IT team

* Setup and support hardware eg. Raspberry Pi's, & remote connection devices

* Provide on site support activities to assist colleagues if necessary during complex situations

* Proactive system monitoring

* To be a member of a project team as required.

**The IT Appentice is a:**

* Field/Office-based role

* Member of RDUK WF & IT team

**Reports to: * Technical Manager *

**Key Responsibilities:**

* Handling of customer and staff enquiries, via phone or in the written form

* On-site service activities - supporting field-based technical support

* To present a professional image and provide a high quality of customer service and support

* Ensure commitment & enthusiasm to degree course studies

* Handling of customer and staff enquiries *

* Processing internal colleague enquiries / complaints and troubleshooting

* Identification or product quality issues and escalation to the next level of skill and / or specialism

* Use of remote service for diagnostic support

* Documentation with CRM system

* Handling of simple customer complaints including communication with customers and Roche colleagues

* Evaluation work in Test IT environment to assist troubleshooting

* Service activities *

* Assisting colleagues with troubleshooting on-site

* Planned maintenance activities to assist field support representaives, ie maintenance, installation, modification

* Basic corrective maintenance activities to assist field support representatives

* Configuration of new systems

* Minimum number of site visits per annum to maintain knowledge of local laboratory practice and requirements

Job Level:
Entry Level

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