Helpdesk Support Agent Apprentice

Answer incoming support telephone calls in a professional, friendly, and confident manner Act as a first point of contact for customers and end users experiencing IT issues Communicate with users through telephone calls, email, and the helpdesk ticketing system Listen carefully to users, ask appropriate questions, and gather the information needed to understand and diagnose their issue Provide clear instructions and guide users through troubleshooting steps Maintain a calm, helpful, and professional approach when supporting users with different levels of technical knowledge Manage customer expectations by providing regular and accurate updates Follow up with users to confirm that issues have been resolved successfully Deliver a consistently high standard of customer service during every interaction Log all support requests accurately within the helpdesk ticketing system Record relevant information, including the issue, affected user, device, troubleshooting completed and resolution provided Categorise and prioritise tickets in line with agreed processes and service levels Monitor assigned tickets and ensure they are progressed within appropriate timescales Resolve common Level 1 support issues using documented procedures and troubleshooting techniques Escalate more complex or high-impact issues to senior support engineers or the appropriate technical team Maintain ownership of tickets where appropriate and keep users informed throughout the support process Ensure completed tickets contain clear resolution notes before closure Identify recurring issues and raise them with the Helpdesk Manager or senior members of the team Follow documented troubleshooting processes and contribute to the development of new support documentation Provide basic first line support across hardware, software, and different applications packages

Training:
Training is mixture of online remote training and face to face

Training Outcome:
Opportunity to progress to higher level qualifications

Employer Description:

Freestyle TS was established in 2018 and has built a strong customer base of 50+ businesses, which is growing month on month. Whilst we’re a young company, we are part of the Freestyle Group, who have been delivering IT Services since 2002, so our roots in the IT industry are deep.

Freestyle TS delivers on the demand that comes with the ever changing IT landscape. Over the past few years, technology has undergone unprecedented change and businesses have seen a need to develop their IT strategies to help them step into the new “modern” IT era.

Working Hours :
Monday to Friday, 09:00 to 17:30.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Analytical skills,Logical,Team working,Patience,Telephone communication