Helpdesk Advisor And It Support Apprentice

Description:

The role is highly customer focused, so the ability to build and maintain good customer relationships and in an honest and trustworthy manner is critical. Explaining complex scenarios in non-technical terms and providing customer guidance through technical issues is also a necessity within the role, as is a “get to the bottom of it” approach that sees issues get properly resolved.

Contedia has a small, but fast paced team meaning the ability to multi-task is absolutely crucial to succeeding in this role, along with being able to recognise your own strengths and weaknesses, and those of your colleagues, to help you work as a team-player and best achieve the departments goals. You should, however, be comfortable to work entirely on your own initiative, especially where you or your colleagues are working with customers elsewhere.

Your duties and responsibilities in this role will consist of:

• Log client support requests with accuracy and detail in our support ticketing system. Supported clients at Contedia can request support via the phone, email or contact form on our website.
• Manage, investigate, and resolve client support requests remotely (via phone or email).
• Provide on occasion, on-site assistance to colleagues with installations, upgrades, and fixes to client infrastructures.
• Manage and work on multiple tickets.
• Accurately create, update, and manage client knowledgebase articles.
• Configure and install IT software and hardware.
• Administer (when on-rota) the IT Departments, IT Procedures mailbox managing alerts from client infrastructures (training to be provided).
• Follow department and company-wide work instructions whilst also contributing positively, with suggestions, to their evolution.
• Proactively work on our customer management dashboard ensuring supported client infrastructures have the latest software and firmware available.
• Report directly to the IT Services Manager for role and day-to-day support and task assignment.
• Act as pre-sales mediator when sales enquiries come through the support channel.
• Complete annual training courses in software that Contedia use to provide high quality support services to clients.
• Contribute to the general upkeep of the workplace facilities ensuring workspaces are kept to a high standard.