INNOVATE is an established ICT Services company based in Co. Wexford, delivering secure, modern, and resilient IT infrastructure solutions to organisations across Ireland. We are currently offering a training and work experience opportunity through the Work Placement Experience Programme (WPEP) for a Service Desk Assistant to join our team.This role is designed for individuals who are eager to learn and develop skills in IT service delivery and customer support. No prior experience is required structured training and mentoring will be provided, including the option to complete the QQI Work Experience Module.Role OverviewAs a Service Desk Assistant, you will be trained to become the first point of contact for customer support queries. You'll learn how to log and triage tickets, coordinate with engineers, and ensure customer expectations are met with professionalism and care.Key Responsibilities (Training Provided)Answer incoming support calls and log tickets using ConnectWiseAcknowledge and provide first-level support across various IT disciplinesCoordinate with engineers to ensure timely resolution of customer issuesMonitor ticket queues and elevate as needed to meet service levelsAssist with scheduling and dispatching engineers for onsite and remote supportMaintain accurate documentation of service activities and communicationsProvide call-back support during busy periodsShadow engineers to gain exposure to Level 1 troubleshooting and IT fundamentalsTo check your eligibility for the WPEP programme, please visit: https://bit.ly/3ZNycnZSkills DevelopmentParticipants will receive formal and informal training in:IT service desk operations and ticketing systemsCustomer care and communicationTeam collaboration and coordinationExposure to core IT concepts including infrastructure, networking, and cybersecurity
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