Apprentice - IT Help Desk

The Apprentice will be a vital part of our Corporate IT team, offering technical assistance and support to business users. This role is office-based and primarily involves remote support, ensuring smooth operations for our users. The successful candidate will work in a 24x7 rotational shift pattern, responding to calls and emails for technical and functional support, and driving issues towards resolution.

Provide remote technical support to business users, identifying and researching issues. Operate in a 24x7 shift pattern, ensuring round-the-clock support. Respond to calls and emails for technical and functional support, including troubleshooting and report generation. Document and track issues, ensuring timely resolution of service center tickets.

Meet defined service level agreements for resolving service requests and incidents. Collaborate with internal IT teams, providing documentation and access support. Process security forms and assist with application and network performance KPIs. Maintain excellent communication with users and internal teams. Demonstrate problem-solving skills and attention to detail in issue resolution.

Bachelor's degree in Computer Science or equivalent experience. 0-6 months of IT support or call center experience, preferably with Windows 11 or Linux. Excellent communication skills in English, both verbal and written. Ability to work independently and adapt to rotational shifts. Knowledge of Windows 11 OS, Active Directory, MS Office, and O365 is preferred.

Teamwork and interpersonal skills are essential for effective collaboration. Analytical and problem-solving skills to tackle technical issues. Organizing and planning skills to manage support requests efficiently. Desirable: Microsoft, Cisco, and ITIL certifications. A proactive and customer-centric approach to support delivery.