IT Support Apprentice

Reporting directly to the Service Desk Team Leader this position encompasses the delivery of 1st line remote support and triage services for all contracted and non-contracted clients. KEY DUTIES -

• Delivery of 1st line remote support services to contracted and non-contracted customers
• Triaging incidents and service requests that are logged by all customers, either by phone, email, live chat or portal
• Ensuring all incidents and service requests are logged into ITSM package
• Ensuring all SLA obligations are met in delivery of above services
• Ensuring any incidents or service requests that cannot be fulfilled in a timely manner are escalated to appropriate team/s (see latest guidelines)
• Implementation and/or fulfilment of remote service requests and installations when required
• Recommendations of relevant improvements, new technical procedures, products or services to line management
• Running of the "workshop." This includes reloading of machines operating systems and hardware diagnostics
  
  Independent skills
• Team work skills
• Organisational skills
• Good written and oral communication skills
• Self-Motivated