Technical Helpdesk IT Support Technician Apprentice

You will be expected to answer log support calls on our helpdesk. Tackle simple support issues or escalate the support to the appropriate team.

You will be expected to drive to external customer sites and support with a wide range of IT support issues.

You will need to be technically minded, and you must be comfortable communicating with individuals, groups, and management. Many of our clients are not completely comfortable with the use of technical jargon. An ability to explain yourself in lay terms is necessary.

You must have the ability to pick up skills and familiarise yourself with software quickly and stay abreast of the latest technologies.

• Respond to requests for technical assistance in person, via phone, electronically
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Redirect problems to correct resource
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Prepare activity reports
• Inform management of recurring problems
• Stay current with system information, changes and update
• Provide onsite support and be able to communicate verbally with customers

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Logical
• Initiative
• Patience
• Active listener
• Good inter-personal skills
• Sel-direct learning
• Problem solving
• Maintain focus

• English and Maths GCSE, grade 4-9 (Essential)