Apprentice

About The Role

This is an entry-level opportunity as a Service Desk Agent within ContactOne. You will be the first point of contact for employees and clients seeking support. Training will be provided on support processes, tools, knowledge articles, and ticket handling.

Key Responsibilities

• Respond professionally and courteously to customer inquiries received through phone, email, chat, and the self-service portal.
• Listen actively, ask relevant questions, and confirm understanding before offering guidance or taking action.
• Explain solutions and next steps in simple, clear, and customer-friendly language.
• Show empathy and patience, especially with frustrated or unfamiliar customers.
• Use approved procedures and knowledge articles to resolve common inquiries at the first point of contact.
• Create and update tickets accurately in ServiceNow, including issue, troubleshooting, outcome, and next steps.
• Transfer or assign tickets to the appropriate support team when specialist assistance is required, while keeping the customer informed.
• Follow ticketing standards, data privacy requirements, schedules, and agreed Service Level Agreements (SLAs).
• Work collaboratively with colleagues and support teams, share knowledge, and ask for guidance.
• Participate actively in training, coaching, role plays, knowledge sessions, and continuous improvement activities.
• Remain flexible to support rotational shifts, weekends, or public holidays based on operational requirements.

Requirements & Tech Stack

• ServiceNow
• Microsoft Office applications
• Basic computer use (email, web browsers)

Qualifications

• A recent graduate or candidate with experience in customer service, a contact centre, technical support, retail, hospitality, or a similar customer-facing role.
• Strong spoken and written English, with the ability to communicate clearly, politely, and confidently.
• Good listening skills and the ability to ask structured questions.
• A customer-first mindset, with empathy, patience, ownership, and a positive attitude.
• Comfort with basic computer use.
• Basic problem-solving skills and the ability to follow instructions and processes.
• Attention to detail when documenting information.
• A collaborative mindset and willingness to receive feedback, learn quickly, and improve continuously.
• Ability to remain calm and professional during difficult or high-pressure conversations.
• Flexibility to work in shifts according to business requirements.
• Bachelor's degree in engineering, or an equivalent relevant qualification.
• Fluent English, both spoken and written.
• Knowledge of German, Japanese, Portuguese, or another language is an advantage, but not mandatory.