IT Support Apprentice
| Posting date: | 02 January 2025 |
|---|---|
| Salary: | £13,312 per year |
| Hours: | Full time |
| Closing date: | 01 February 2025 |
| Location: | LE5 1TL |
| Remote working: | On-site only |
| Company: | Lifetime Training |
| Job type: | Apprenticeship |
| Job reference: | VA/242957-378531 |
Summary
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.