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1st Line Helpdesk Engineer Apprentice
Apply From: 07/02/2025
Learning Provider
Delivered by BASINGSTOKE ITEC LIMITED
Employer
WP CONNECT LTD
Vacancy Description
* 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.
* Work on and resolve Helpdesk Tickets & Service Requests using our Ticketing System.
* Manage and record all work through our Ticketing System.
* Ensure that Client Documentation is well maintained.
* Split tickets that have several issues into their own individual ticket.
* Ensure 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.
* Assist the projects team with project delivery when opportunities arise.
* Escalate tickets that require Senior Helpdesk Engineer support.
* Communicate to the client the status of their ticket every step of the way, notifying them of any changes or outages related to their issue.
* Submit Timesheets & Expense reports as indicated in 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.
* Adhere to all Security Procedures and maintain vigilance 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.
Key Details
Vacancy Title
1st Line Helpdesk Engineer Apprentice
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.
Vacancy Location
Never Despair Studios Unit 2 Alton Road RG29 1RT
Wage Frequency
Custom
Number of Vacancies
1
Vacancy Reference Number
1000300291
Key Dates
Apply From
07/02/2025
Closing Date For Applications
2025-02-28 23:59:59
Interview Begin From
Possible Start Date
2025-03-10 00:00:00
Training
Training to be Provided
* Training is completed on site at the employer's premises.
* Additionally, training is completed remotely online.
Learning Provider
BASINGSTOKE ITEC LIMITED
Skills Required
Communication skills, IT skills, Attention to detail, Customer care skills, Administrative skills, Analytical skills, Logical thinking, Team working.
Apply Now
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