Help Desk Support Apprentice

• Provide day-to-day technical support to colleagues or customers by phone, email, chat or in person
• Talk people through the steps to fix issues or set up systems, keeping them informed and escalating where needed
• Prioritise IT issues in line with customer service level agreements
• Investigate and diagnose IT problems and faults using the organisation's troubleshooting methods and tools
• Use the right tools and technologies to resolve technical issues
• Test hardware and software using appropriate testing methods
• Install and configure software and hardware, for example mobile apps, printers, projectors, scanners and cameras
• Support the roll-out of upgrades, new systems or new applications
• Follow the organisation's security policies when carrying out IT tasks
• Administer security access and permissions for people, for example password resets, escalating where necessary
• Document tasks and escalate appropriately so there is a clear audit trail and issues keep moving
• Keep skills up to date through guided self-learning and take responsibility for their own development

Training

You will work towards the Information Communication Technician apprenticeship standard, with training delivered by Solveway alongside your role.

After the apprenticeship

Progression to 2nd-line support.