Primary Role:
The apprentice helpdesk technician is responsible for providing a supporting role to our helpdesk team that deliver a top-tier support service to our clients. Acting primarily in a 1st Line support capacity, resolving issues in person, over the phone or via remote connectivity.
Key Responsibilities:
· Reacting to alerts from monitoring systems within agreed SLAs. SLAs must be understood by the Engineer.
· Providing users with regular communication on the progress of investigations and planned solutions by phone.
· Providing 1st support, responding to support queries across all customer sites.
· Maintaining a high level of customer service when responding to support issues.
· Escalation of more complex calls to the relevant support team member (Level 2 Engineer)
· Installation, configuration and deployment of new and existing hardware and software.
· Bringing forward key issues/changes/topics to monthly team meetings.
· Create and maintain quality documentation on standard problem resolutions, fixes and updating of the technical knowledgebase, by following the IT Glue documentation guide.
Additional Duties and Responsibilities
· Responsible for adding time and accurate and detailed notes into Halo PSA and IT Glue as they occur.
· Understand and working to the requirements of all processes and workflows within the business by reading/completing assigned documentation and training materials. Underpinned with monthly training sessions about new services/topics/training.
· Completing assigned computer/laptop builds/configurations, when requested.
· Monitoring of the breach queues to ensure tickets are not breaching their SLA’s
· Complete Change requests for any specific changes required to be made.
Desired Skills
You should be able to showcase some prior knowledge and skills within IT as a hobbyist. This could be offering IT support to friends and family, or building custom PC’s for example. Some customer service experience would also be desirable. You should have the ability to show empathy.
Personal qualities
● Excellent communication skills both spoken and written
● Team player
● Good time keeping and time management
Qualifications required
Grade C/4 in both English and Maths and a related IT qualification
Future prospects
Possible full-time role upon successful completion of the apprenticeship.
Training to be delivered
Information Communications Technician Apprenticeship L3 including Functional Skills in Maths and English
Employer
Alpha-Scan
Visit employer websiteAddress
Alpha Scan Computer Systems Ltd
Hampshire
Romsey
SO51 9AQ
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