Apprentice Colleague Support Services
by Sage
Job Details
Apprentice Colleague Support Services
People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company. We’re writing our next chapter. Be part of it!
Experience has taught us that when our customers thrive, we thrive. As a team, we always start with what customers need. Through the good… and more challenging times. Innovating at pace so customers can manage their finances, operations and people. Every one of us shapes our culture at Sage - doing what’s right and succeeding together, united by our commitment to each other. We encourage each other to grow in our roles, in our careers and as individuals.
Follow us on our social media sites below to join in conversations about career tips, open positions and company news! #lifeatsage #sagecareers. If you would like support with your application (or require any adjustments) please contact us at careers@sage.com for assistance. All qualified applicants will be thoughtfully considered and never discriminated against based on their race, color, age, religion, sexual orientation, gender identity, national origin, disability or veteran status.
The IT Support apprentice role will actively provide outstanding colleague support for the Sage UK & Ireland region. The role revolves around operational support for colleagues, providing first-line support and troubleshooting for all incidents and requests. Typically, the IT Support apprentice will be able to resolve less complicated problems immediately, whilst gathering good quality data and providing first-line troubleshooting for more complex issues.
Key Responsibilities
Key Accountabilities & Decision Ownership:
- Provide IT Support via self-service requests, incidents and Telephone calls.
- Deliver a high-quality colleague support experience to all UKI colleagues.
- Effective troubleshooting, to assist in the resolution of colleague problems in an effective and timely manner.
- Identify opportunities for improvement and help the team implement them.
- Generate an understanding of the risk and impact of issues arising in the different areas across Sage to enable prioritisation.
- Prioritising tickets effectively within agreed timelines, to meet or exceed colleague expectations.
- Ensuring clear understanding and communication of all changes, risks, issues, and dependencies, which impact Sage’s colleagues.
Key Performance Indicators:
- Support and resolve most colleagues’ issues and requests.
- Adhering to the internal KPIs and goals to achieve required output for our colleagues.
- Build trust and support of peers and the colleagues we are supporting.
Skills, Know-How & Experience:
Must Have:
- Strong organisational and customer service skills.
- Can do, will do attitude to support colleagues effectively.
- Ability to react and adapt to incidents, changes, and problems.
- Effective communicator, both within the team and with our colleagues.
- Ability to maintain positive colleague relationships.
- eat to Have:
- Ability to listen, understand and exceed colleague expectations on resolving incidents.
- Empathetic, engaging personality which can relate to colleagues’ issues.
- Keen interest in technology, whilst having a willingness to help others with their technical proficiency.
Technical & Professional Qualifications:
- 5 A-C Grade GCSEs
- Any technology-related qualifications (Microsoft qualifications, A Levels etc.)
Key Stakeholders:
- UKI Service Desk Manager, Colleague Services
- IT Operations and Incident Management Team, Colleague Services
- IT Business Management team
- IT Architecture, Enterprise & Security team
Competencies
The IT Support apprentice should be:
- liver Results
- Work with others across Sage to achieve business objectives and strategy, whilst maintaining customer services and quality standards.
- lleague Focus
- Seek input from colleagues to truly understand their needs.
- Use interpersonal skills to identify and meet customer's needs at every opportunity.
Innovate & Think Creatively
- Identify and formulate solutions to meet colleagues needs.
- Learn from mistakes, keeping things simple and focused on our priorities.
Manage Change
- Initiate and support change, promoting the benefits of continually trying to improve processes.
- Respond positively to change requirements and act as a role model to others.
Entry Requirements:
5 A-C GCSE grades
About Sage
Sage is a global company with a local heart. The market leader for cloud-based accounting, financials, enterprise management, people, and payroll software, we empower the world’s business heroes—from single-person startups to large enterprises. Our people are passionate and positive. We inspire our colleagues to serve business builders everywhere and champion their success. As a FTSE 100 company with 14,000 colleagues across 24 countries, we do business the right way, while giving back to our local communities through the Sage Foundation. Be Sage, build on.
How to apply
To apply for this programme and to find out more, please click on the apply button below.
1. Apply online with CV
2. Complete screening
3. Complete video interview (You will receive a link to complete a video interview within 1 week of applying)
4. Attend Assessment Centre
If successful, you would join our Apprentice programme in December 2021/January 2022.
If you require any additional support/special accommodation during your video interview or at Assessment Centre stage, please email anushka.seshadri@sage.com
***Role is based in our Newcastle office***
