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.