Helpdesk Advisor and IT Support Apprentice (Contedia Limited)

Contedia are looking for an enthusiastic and professional, apprentice working in the position of Helpdesk Advisor and Support Engineer with a significant opportunity for personal development and the conversion of a full-time role with the completion of an apprenticeship.

This is a varied, challenging position, dealing with day-to-day support requests from our client-base whilst on occasion, simultaneously working/assisting with a regular flow of more sizeable migration projects and new infrastructure installations. 

• Log client support requests with accuracy and detail in our support ticketing system. Supported clients at Contedia can request support via the phone, email or contact form on our website.
• Manage, investigate, and resolve client support requests remotely (via phone or email).
• Provide on occasion, on-site assistance to colleagues with installations, upgrades, and fixes to client infrastructures.
• Manage and work on multiple tickets.
• Accurately create, update, and manage client knowledgebase articles.
• Configure and install IT software and hardware.
• Administer (when on-rota) the IT Departments, IT Procedures mailbox managing alerts from client infrastructures (training to be provided).
• Follow department and company-wide work instructions whilst also contributing positively, with suggestions, to their evolution.
• Proactively work on our customer management dashboard ensuring supported client infrastructures have the latest software and firmware available.
• Report directly to the Head of IT Services for role and day-to-day support and task assignment.
• Act as pre-sales mediator when sales enquiries come through the support channel.
• Complete annual training courses in software that Contedia use to provide high quality support services to clients.
• Contribute to the general upkeep of the workplace facilities ensuring workspaces are kept to a high standard.

• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Logical
• Team working
• Good timekeeping
• A passion for IT
• Helping customers is a must

• 5 GCSE's including English and Maths GCSE, grade (A*-C/9-4 or equivalent) (Essential)