Training Program for L1 Helpdesk Engineer
The participant will undergo training to become an L1 Helpdesk Engineer, learning tasks such as using Ticketing Software to answer support calls, logging activity tickets, and providing first-level support. The program aims to develop customer care skills, ensure customer expectations are met, and provide insights into various aspects of technical support.
The training will cover:
1. How to answer incoming support calls and log all tickets in the ConnectWise system
2. How to acknowledge and provide first-level support for all new calls in ConnectWise
3. How to provide first-level support remotely to our existing customer base across all disciplines
4. How to ensure customer expectations are met or exceeded
5. How to work on scheduled calls as assigned by the service coordinator
6. How to provide callback support for overflow calls during busy periods
Accredited and sector-recognized training will be provided to support your placement. Participants are eligible for the WPEP QQI Work Experience Module, developed by the Education & Training Boards in collaboration with the Department of Social Protection. This optional module fulfills the accredited training requirements for the WPEP.
Formal Training
* Answer incoming support calls and log all tickets in the ConnectWise system
* Acknowledge and provide first-level support for all new calls in ConnectWise
* Provide first-level support remotely to our existing customer base across all disciplines
* Ensure customer expectations are met or exceeded
* Work on scheduled calls as assigned by the service coordinator
* Provide callback support for overflow calls during busy periods
Informal Training
* Communication skills
* Teamwork
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