1st line helpdesk engineer apprentice

Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket 

Delight our Clients with a Friendly, Quick and Helpful Experience

Provide the Client with basic remote troubleshooting 

Use of our Ticketing System

Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests

Managing and recording all work though 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 RMM dashboard and apply remediation actions as indicated by our Processes 

Review regularly scheduled/automated actions as indicated by our Processes 

From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the 1st Line Helpdesk Engineer may be required to help with project delivery 

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 SOPs

Identify, Communicate and Mitigate potential risks to the Front Line Team Leader and Clients 

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 Front Line Team Leader 

Training:
Training is completed on site at the employers premises Additionally training is completed remotely online 

Training Outcome:
Opportunity to complete additional qualifications

Employer Description:
At Workplace Connect, we started with one simple belief: IT should make your life easier, not harder. After watching firms lose time, clients, and trust due to unreliable tech support, we knew something had to change. Today, we’re proud to be the team that businesses rely on when nothing less than excellence will do.

Working Hours :
Monday to Friday 9am to 6pm

Skills:
Communication skills,IT skills,Attention to detail,Customer care skills,Administrative skills,Analytical skills,Logical,Team working