Job description
Learn about the role, responsibilities and what the employer is looking for.
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.