As an apprentice you will be provided with the necessary on the job training needed to carry out your duties.
RESPONSIBILITIES & TASKS
CUSTOMER SERVICE
• Providing a first point of contact for customers through our helpdesk, be that via phone, email or chat.
• Delight our Clients with a Friendly, Quick and Helpful Experience.
• Provide the Client with basic remote troubleshooting.
USE OF IN HOUSE TICKETING SYSTEM
• Use an in-house Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.
• Managing and recording all work through 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 Remote Monitoring and Management (RMM) dashboard and apply remediation actions as indicated by our Processes.
• Review regularly scheduled/automated actions as indicated by our Processes.
PROJECT WORK
• From time to time the projects team will need additional resource to help deliver projects. either on site or remotely. When opportunities arise the Level 1 Technician may be required to help with project delivery.
COMMUNICATION, REPORTING & RISK
• 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 Standard Operating Procedures (SOPs).
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients.
TEAM WORK
• 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 Service Delivery Coordinator, Service Delivery Manager or CTO.
