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1st Line Support

Job Title: 1st Line Support
Contract Type: Permanent
Location: Salford
Start Date: ASAP
Reference: SDX/TP/RF3742/SO
Job Published: September 26, 2019 13:49

Job Description

1st Line Support Apprentice
Job Introduction
We currently have an opportunity for an apprentice to join our first line support team (Solutionline) on a 12 month fixed term contract. As the Support Apprentice, you will be responsible for the receipt of problems reported by customers, and the co-ordination of rapid and appropriate responses, including: channelling requests for assistance to appropriate functions for resolution, monitoring progress, and keeping customers appraised of progress.


Role Responsibility
Escalation procedures, promptly allocating unresolved calls as appropriate. Maintaining the log and advising customers of actions taken  
Providing advice to customers on systems, products and services which are available to them 
Assisting the line manager in identifying personal training and development needs  
Gaining sound understanding of Sodexo specific PC applications and the impact of any failure/problems  
Providing mentoring/training to more junior members of the Support team as required  
Undertakes any other tasks as requested by Management 

The Ideal Candidate

Ability to understand the needs of customers, and keep them in mind when taking actions or making decisions  
Articulate and effective communicator both orally and in writing  
Organised and methodical  
Demonstrates initiative and anticipates needs  
Self starter 

Previous experience of working in a similar role  
Experience working in a Support Service environment  
 ITIL Awareness  
About the Company
In the UK and Ireland, Sodexo employs some 35,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the corporate, healthcare, education, leisure, Defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.

Sodexo and our clients are committed to safeguarding and promoting the welfare of children and adults within a regulated activity. Certain roles will require applicants to undergo screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service (DBS) and/ or Disclosure Scotland.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to further engage ex-forces personnel and reservists.  Those applying for roles with us who meet the essential criteria advertised under the ‘ideal candidate’ on the vacancy advertised are guaranteed to progress within the selection process.

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