Field Based/Client facing

The role will be Network / IT Support focused.

• Rack and cable/patch Router/Firewall/Switches
• Complete Firewall/Switch setup
• Setup WiFi access Points
• Support Windows / Mac Users (helping with Microsoft Office problems, Microsoft Updates etc)
• Setup Network Printers

Hardware used:

• PfSense / Cisco Meraki / Ubiquiti / HP Aruba
• HP / Dell End User Hardware

As the Business Administration Apprentice you would be initially office-based operating out of our Hartley Wintney office and reporting to the Key Account Manager

The area of responsibility for this role falls across the Engineering department.

In this role you will be learning to plan of the company’s engineering resource for the delivery of Installations, Service and Reactive management to the business’s Clients. To work alongside the Key Account Manager building customer relations.

It is essential that you are able to demonstrate the ability to organise yourself well, have a good telephone manner and be able to communicate affectively both orally and written.

You will be working with the business’s Key Account Managers daily, Co-ordinating installations and smaller works to deliver a high level of service to the end user.

• Arrange programming dates for installations
• Entering jobs onto Joblogic
• Ensure equipment is ordered as required to fulfil the works required in a timely fashion
• Goods receipt ordered items
• Prepare installation paperwork where necessary
• On completion of installation, ensure necessary paperwork is returned to the administration team
• Co-ordinate with accounts on completion of works for invoicing
• Allocate engineering workforce accordingly and sending all necessary work details daily via email
• Attending customer sites alongside other members of staff

Areas of Responsibility

• Ensure the customer service desk is covered at all times
• Provide first line response / answer to client requests within 4 hours
• Ensure clients are aware of who escalated requests have been forwarded to
• Ensure inbound CS phone is answered within 3 rings capturing detailed and relevant client information including (name/title/contact details and reason for calling)
• Produce key reports for the smooth and efficient running of sales (provisional, confirmed, cancelled reports) in line with business requirement
• Produce and send customer requested support documentation (pro forma invoices, visa invitation letters etc).
• SATV, PSO Credits, CLC and advanced pricing facilitation.
• VUE and Prometric qualified administrator to support Training Centre Administrators when required.
• Administration and confirmation of bookings, pre-payments and orders in line with procedure ensuring complete accuracy
• Ensure ALL back-up documents are soft copy filed
• Attend GK curriculum webinars to gain industry knowledge

Key Objectives

• To provide support for sales providing optimal responses, quick turn-around and ownership
• Correct and efficient usage of BAPS documenting all required client contact, booking and financial information
• Ensure internal processes and procedures are fully understood and adhered to
• Understand the impact the CS role has on customer satisfaction
• Timely facilitation of GK third party bookings, invoicing and the inter-company bookingprocess in line with required timescales
• Build qualitative relationships both internally at GK and, client-side
• Work as a positive team contributor providing cover for the wider team as and if required
• Display a basic understanding GK’s curriculum
• Ensure that all Global Knowledge engagement meets and, exceed client expectation