Apprenticeship Overview
As a Customer IT Helpdesk Apprentice, you are a key member of the support team. You will provide fast and useful 1st & 2nd line technical assistance to questions raised by our customers in using our software systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent IT Helpdesk Apprentice must have good technical knowledge of our solutions and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and have patience in dealing with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business.
Duties and Responsibilities
• Be professional with customers
• Log/update cases in our CRM system until completion
• Send 3rd line development bugs/requests to Development team
• Liaise with other staff members to solve issues out of their expertise
• Be constantly learning and expanding knowledge domain
• Sell additional apps/user licenses/training where possible
• Inform Sales of possible leads for new business
Desired Skills and Qualities
• Customer interfacing skills
• Telephony skills
• Quick problem analysis and resolution