Digital Technology Apprentice (ForGood.Tech)

Purpose of Role

As a Digital Technology Apprentice, you will undertake a Level 6 Digital Technology Apprenticeship which will include both online training/studies along with practical on the job training in order to develop a range of skills within the Technology sector. You will provide first line support including troubleshooting for Microsoft Dynamics 365 Business Central and Dynamics NAV/BC to a varied customer portfolio. You will be responsible for providing the customer with excellent customer service in line with Company Service standards and will ensure that any reported issues are logged, categorised, prioritised and contain as much information at first contact.

You will work to Company Service Level Agreements and Key Performance Indicators providing a high level of customer service and professionalism.

As part of the knowledge base process, you will author internal and external knowledge base articles for known issues, work arounds and product information. As part of the apprenticeship, you will also get exposure to other teams such as Project Management, Development and Consultancy within our growing organisation.

It is a condition of your role that you continue to meet eligibility criteria for the Level 6 Digital and Technology Solutions Apprenticeship at BPP University.

Key Accountabilities:

• Managing customer contact into the managed service team from an online portal, telephone, and live chat in line with Company Service Level Agreements.


• Providing excellent customer service and experience in line with Company service standards.


• Applying best practice to handling cases.


• Ensuring the correct level of troubleshooting & diagnostics to all customer enquiries.


• Working within Company SLAs and KPIs.


• Managing incidents, request fulfilment & knowledge in line with ITIL framework.


• Create knowledge base articles and process documentation for products, known issues and work around ensuring these are reviewed and maintained.


• Work independently on customer development requirements such as change requests, upgrades and debugging.


• Provide basic consultancy services to customers including training and testing.


• Undertake basic project administration tasks in order to assist the Project Management team.


• Communicate with customers in a professional and knowledgeable manner.


• Commit to one study day per week and complete the required work and lecture schedules as per the BPP Degree.


• Apprenticeship requirements, keeping in regular contact with the appointed tutor.


• Ensuring Customer enquiries are escalated using the appropriate escalation procedure for your department.


• Effectively prioritising work ensuring that customer experience is maintained to a high level.


• Effectively problem solve and offer effective solutions to customer queries.


• Out of hours work as and when required in line with project requirements (ad hoc).


• Attend customer sites UK wide as and when required in line with business needs.