Job DescriptionExciting opportunity to work on the helpdesk of a friendly, dynamic and fast growing IT support company based in Oxfordshire.
We require a trainee 1st line helpdesk person to work on a busy helpdesk to deliver technical support via the telephone, email and using remote access software, to our increasing client base. You must be a self-motivated and friendly individual with superb communication skills and be very well presented. You must be able to work as part of a team to provide professional technical support to our clients.
Ideally, you will have achieved an up to date MCP qualification and / or will have some experience of working on a busy helpdesk or at least have some basic knowledge of IT. However, the most important skills is a desire to learn and the ability to communicate well.
Excellent customer service skills is essential in this busy office environment as you need to be very well organised and have the passion to deliver first class IT support, fixing client’s IT issues and keeping our
clients up to date at all times. An excellent telephone manner is a must as you will be answering the phone to our clients when they ring in, and will be calling them back to keep them updated as to the progress of their call.
Answer the telephone and log calls into our helpdesk application; entering detailed information as to what the problem is and what actions have been taken so far to rectify.
Attempt first time fix; working with the user and your team to try to resolve the issue as quickly as possible.
Calling the user back at agreed timescales to ensure they are kept abreast of the situation and understand what the next steps are and when they will happen.
You need to be a calm and assured person who works well under pressure and to tight deadlines, is very well presented and has very good communication skills.
Working WeekMonday – Friday 9:00am – 5:30pm 37.5 hrs pw
Requirements & Prospects
QualificationsIdeally a minimum 4 GCSE’s C and above Including Maths, English and ICT (or equivalents)Ideally a minimum 4 GCSE’s C and above Including Maths, English and ICT (or equivalents)
Desired SkillsComputer literate with good communication skills
Personal QualitiesYou need to be a calm and assured person who works well under pressure and to tight deadlines, is very well presented and has very good communication skills.
Future ProspectsOnward employment. Possible continuation of employment on successful completion of the apprenticeship.
• Edexcel Advanced Apprenticeship in IT, Software, Web and Telecoms
• L3 Diploma in ICT Professional Competence
• L3 Extended Diploma in ICT Systems and Principles
• Level 2 Functional Skills English, Maths, ICT (if applicable)