Helpdesk IT support technician Apprentice

Responding in line with SLAs to customer support requests:

Telephone Email Connectwise Verbal      

Answering telephone using standard procedures:

Logging support calls onto helpdesk software (Connectwise) if customer has not already logged New user creation for customers Daily backup checks Configuration and installation of workstations, laptops, printers, routers and any other hardware as required.  Usually at Flex but may be at customer site Keeping customer updated when working on support tickets via Connectwise Working to resolve helpdesk issues in a timely manner but escalating to 2nd line if required Entering time on Connectwise Creating documentation on any installations, or updating calls as required Transfer of equipment from reception to Flex work area. Assisting all members of Flex

Potential customer site visits as role progresses alongside Flex staff member therefore ability to drive would be preferred.

Training:

Information Communications Technician Level 3.

Training Outcome:

The right candidate will have the opportunity to secure a full-time position with the employer and continue to grow their career within the business.

Employer Description:
Flex initially grew out of working as part of one of Shropshire’s largest accountancy practices. The skills and knowledge our team acquired by working within the professional services industry has been the perfect grounding for working with many businesses. Integrity, professionalism, the very best services and implementing cost efficient solutions are at the top of our list.

Working Hours :
Monday - Friday 8:30am - 5pm

Skills:
Communication skills,IT skills,Attention to detail,Customer care skills,Problem solving skills,Administrative skills,Analytical skills,Logical,Initiative