Job Description: Helpdesk Support Trainee
We are offering a training opportunity to become an L1 Helpdesk Engineer. The participant will learn various tasks including:
1. Using Ticketing Software to answer Support Calls, log activity tickets, and provide first-level support.
2. Developing customer care skills and ensuring customer expectations are met.
3. Learning about different aspects of Technical Support.
Training Details:
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 call-back support during busy periods for overflow calls.
Accreditation: Accredited and sector-recognised training will be provided. 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 your accredited training requirements for the WPEP.
Informal Training:
* Communication skills
* Teamwork
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