IT Support Apprentice

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.