Job Description
An exciting opportunity exists for an IT Support / Helpdesk apprentice. Full training will be given and once suitably qualified the successful candidate will need to participate in standard shift patterns and on call roster.
Training will commence in a helpdesk environment and the successful candidate will have the opportunity to progress to other engineering teams once suitably experienced / qualified.
The successful candidate will have excellent written and oral communication skills. A flair for computing / IT and a willingness to work hard and learn are considered essential.
Role:
As a Helpdesk Apprentice, you will be responsible for providing technical support and assistance to end-users within an organization. Your primary objective will be to respond to user inquiries, troubleshoot issues, and resolve technical problems in a timely and efficient manner. This role will allow you to gain practical experience and develop essential skills in the field of IT support.
Key Responsibilities:
- User Support: Provide prompt and courteous technical support to end-users via various communication channels such as phone, email, or chat. Assist users in troubleshooting hardware, software, and network-related issues.
- Issue Resolution: Diagnose and resolve technical problems by gathering relevant information from users and employing appropriate troubleshooting techniques. Escalate complex issues to senior technicians or other relevant personnel when necessary.
- Documentation: Maintain accurate records of user interactions, inquiries, and troubleshooting steps taken. Create and update knowledge base articles and documentation to facilitate future issue resolution.
- Incident Management: Log all user incidents or service requests into the helpdesk ticketing system, ensuring that proper categorization, prioritization, and tracking of tickets are followed. Monitor ticket queues and ensure timely resolution or escalation.
- Customer Service: Provide exceptional customer service by demonstrating professionalism, empathy, and patience when dealing with end-users. Communicate technical information in a clear and understandable manner to non-technical individuals.
- Software and Hardware Support: Assist users in the installation, configuration, and troubleshooting of software applications, operating systems, and hardware peripherals. Coordinate with vendors or other support teams for equipment repairs or replacements, as needed.
- Remote Assistance: Utilize remote desktop tools to access users’ systems and provide remote troubleshooting and assistance. Guide users through step-by-step instructions to resolve issues.
- IT Asset Management: Assist with the management and inventory of IT assets, including computers, peripherals, and software licenses. Maintain accurate records of asset allocation, maintenance, and disposal.
- Continuous Learning: Stay updated with the latest technologies, software, and IT best practices through self-study and training opportunities. Keep abreast of organizational policies and procedures related to IT support.
- Collaboration: Collaborate with other members of the IT team to resolve complex issues and share knowledge. Participate in team meetings, knowledge-sharing sessions, and cross-training activities.
Qualifications and Requirements:
- High school diploma or equivalent educational qualification.
- Strong interest in technology and a desire to pursue a career in IT support.
- Excellent communication and interpersonal skills.
- Basic understanding of computer hardware, software applications, and networking concepts.
- Problem-solving skills and the ability to think analytically.
- Patience and empathy when dealing with end-users.
- Strong organizational skills and the ability to manage multiple tasks simultaneously.
- Familiarity with helpdesk ticketing systems and remote desktop tools is a plus.
- Any relevant certifications or coursework in IT support or related fields would be beneficial.
