Transputec has been supporting the apprenticeship programme for over six years. We’re dedicated to developing the skills of ambitious young people, aligning with one of our key company values – self-improvement. Our apprentice programme brings huge benefits both to us as an employer and to our apprentices. We currently have five new apprentices working across our Managed Services team and we’ve asked them to share their experiences and insights gained so far.
What have you learned about working in Managed Services?
“I’ve learnt many different things which include, how to talk to customers, process documents, how the service desk operates and how the ticketing system works. We’ve also been trained to use ITSM and RMM tools and I’ve learnt about SharePoint and how we create runbooks to help us understand an issue and fix it when working on the Managed Service Desk.”
“I’ve been introduced to remote control working which enables me to help customers remotely and control their IT system. Using the client management process I have studied, has helped me understand how to manage customers e.g. how to structure the process when I’m on a call, what order to ask questions and how to respond to a customer.”
“I’ve learned that it is important to consider the language I use when I talk to a customer and make sure I can remain professional, as well as communicating with them clearly and concisely. It’s also important to have a firm understanding of the tools I am using to communicate with clients, like telephony, IM, Email, as well as the tools I will be using to resolve the incidents or requests, such as the knowledge base on SharePoint, and ITSM and RMM tools.”
“I’ve learned about all the different routes of communication that occur when working on either a project or resolving a client’s issue and how the team is in constant communication with different people within the company.”
Which part of your role within Managed Services do you enjoy the most?
“I’m really enjoy the configuration, which includes setting up autopiloted builds and troubleshooting.”
“I enjoyed the training we did as it was informative, and it helped me understand what ConnectWise is and how Transputec uses It for their ticketing systems.”
“Understanding and investigating IT issues that someone may be experiencing as well as understanding how to resolve them. Also, I have enjoyed expanding and increasing my general IT knowledge and applying to understanding problems and resolving them.”
“I like the configuration side because even if there is an issue with a computer, it’s an opportunity for problem solving which I find enjoyable as I will learn something new whilst trying to fix the issue and this will help me in the future.”
What’s the biggest IT Services challenge you’ve faced so far?
“One of the challenges I’ve had was typing while listening and having to talk at the same time! What I have done to improve is do role plays with the other apprentices where we try and accomplish this task, I have also tried to improve my typing speed.”
“The hardest thing is using my investigative skills whilst talking to a customer on the service desk. I’ve have had to practice extracting information from a customer regarding the IT fault they are experiencing, or service they are requesting, and ask the correct questions at the right time to get the information I need to fix their fault or fulfil their request.”
“The biggest challenge thus far would be troubleshooting some of the autopiloting builds when they did not work.”
“When I was learning ConnectWise I found it quite difficult at first, however ever since the training with Neil things have become much clearer and I understand how to use it properly and efficiently.”
What skills do you think are needed to make an on exceptional IT Services professional?
“Dedication and interest are key as I believe if you don’t like what you are doing you automatically won’t be that good at your job, but if you are dedicated and have an interest, you are more willing to learn new things and will be able to pick up the new concepts easier.”
“Strong problem-solving skills, good communication skills and teamwork for when you work on an incident/project as a team, and ability to work under pressure. Another skill which is particularly important is the motivation to constantly be learning about the field and always want to learn about new technologies and trends in the industry. This is because the nature of IT means it is constantly changing and developing, meaning there is always something new to learn about.”
“I think drive and motivation for IT. Technology is constantly changing and if you are motivated you will try to stay on top of things. For example, if a new software is released and you take it upon yourself to try and teach yourself to understand how a new system works, it is beneficial because it may help your work and you could help other people learn as well.”
“If I had to pick one skill that I think is the most important right now I would go for communication whether it’s speaking directly to clients or to a project manager. To make sure you are doing what’s best for the client, it’s important to listen and understand their needs and tell them how you will be assisting and solving their issues. That way they know exactly what to expect from you.”
“A good working knowledge IT, with the ability to work with others at all levels and to able to work independently when needed.”
Our apprenticeship programme is our commitment to self-improvement, improving social mobility and continuing to build an inclusive workforce. We are proud that over 90% of our apprentices take on permanent roles at Transputec, develop their careers within the businesses and ultimately become part of our award-winning Managed Services team.
Stuart Salt, Services Director