Helpdesk IT support technician Apprentice

Responding in line with SLAs to customer support requests:

• Telephone
• Email
• Connectwise
• Verbal      

Answering telephone using standard procedures:

• Logging support calls onto helpdesk software (Connectwise) if customer has not already logged
• New user creation for customers
• Daily backup checks
• Configuration and installation of workstations, laptops, printers, routers and any other hardware as required.  Usually at Flex but may be at customer site
• Keeping customer updated when working on support tickets via Connectwise
• Working to resolve helpdesk issues in a timely manner but escalating to 2nd line if required
• Entering time on Connectwise
• Creating documentation on any installations, or updating calls as required
• Transfer of equipment from reception to Flex work area.
• Assisting all members of Flex

Potential customer site visits as role progresses alongside Flex staff member therefore ability to drive would be preferred.

• Communication skills
• IT skills
• Attention to detail
• Customer care skills
• Problem solving skills
• Administrative skills
• Analytical skills
• Logical
• Initiative

• English GCSE, grade Level 2 FS or GCSE 4,C (Essential)
• Maths GCSE, grade Level 2 FS or GCSE 4,C (Essential)