IT Support Apprenticeship (VAC-01324)

The 1st Line IT Support Technician handles the first-level support requests that come in from our clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly, and the client is informed of what to expect every step of the way, also escalating issues to other members of the Service Delivery Team.

As an apprentice you will be provided with the necessary on the job training needed to carry out your duties.

RESPONSIBILITIES & TASKS

CUSTOMER SERVICE

- Providing a first point of contact for customers through our helpdesk, be that via phone, email or chat.

- Delight our Clients with a Friendly, Quick and Helpful Experience.

- Provide the Client with basic remote troubleshooting.

USE OF IN HOUSE TICKETING SYSTEM

- Use an in-house Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.

- Managing and recording all work through our Ticketing System.

- Make sure that Client Documentation is well maintained.

- Split tickets that have several issues into their own individual ticket

- Make sure that tickets aren't "stale" throughout the process.

USE OF OUR MONITORING & MANAGEMENT TOOL

- Review Remote Monitoring and Management (RMM) dashboard and apply remediation actions as indicated by our Processes.

- Review regularly scheduled/automated actions as indicated by our Processes.

PROJECT WORK

- From time to time the projects team will need additional resource to help deliver projects. either on site or remotely. When opportunities arise the Level 1 Technician may be required to help with project delivery.

COMMUNICATION, REPORTING & RISK

- Escalate tickets that require Senior Helpdesk Engineer support.

- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.

- Submit Timesheets & Expense reports as indicated on their Standard Operating Procedures (SOPs).

- Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients.

TEAM WORK

- Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher.

- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.

- Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues.

- Identify opportunities for improvement and make constructive suggestions for change.

- Contribute to the process of innovative change effectively.

- Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO.

You will be working towards an Information Communications Technician Level 3 Qualification over the course of 15 months.

• Team Working
• Organisation Skills

• None required Other, grade None required (Desired)