IT Support Trainee

6 months ago

Slough, United Kingdom Iris Full time

Salary
- **Competitive plus bonus**
- Location
- **Slough/Heathrow Approach, UK**
- This is a _permanent_, _full time_ vacancy_ that will close _in 7 days_ at 23:59 BST_. _

**The Vacancy**

Are you passionate about technology and eager to kick-start your career in IT? Join our dynamic End User Services team at Heathrow Approach and embark on an exciting journey

As part of this team, you'll play a vital role as the bridge between our colleagues at IRIS Software and the IT department. Your main focus will be on resolving IT incidents and service requests promptly, delivering exceptional customer service, and contributing to our business objectives.

**_

**What will you be doing?**

As an IT Support Trainee, your day-to-day responsibilities will include:

- Receiving and managing service requests following established procedures.
- Assessing the impact of issues and maintaining effective communication with customers.
- Efficiently assigning and prioritising service requests.
- Logging incidents and service requests, maintaining accurate records.
- Identifying and classifying incident types and service disruptions.
- Documenting incidents thoroughly, categorising them by symptoms and resolutions.
- Collaborating under guidance to record and monitor reliability data for services.
- Identifying and diagnosing incidents and problems.
- Categorising and documenting reported queries, providing appropriate solutions.
- Assisting in problem identification and resolution.
- Offering guidance to end-users on the most suitable course of action.
- Monitoring issues from initiation through resolution.
- Escalating unresolved problems to higher levels of support when necessary.
- Providing essential online security guidance and support.
- Contributing to the creation and maintenance of knowledge articles.
- Adhering to and meeting all relevant targets, including first response times.
- Complying with established policies and control standards.

**What are we looking for?**
- Experience in front-line customer service roles, ensuring efficient and professional issue resolution.
- A good understanding of Microsoft products.
- Technical competency with various Microsoft Office programs such as Word, Excel, PowerPoint, etc.
- Ability to document processes, procedures, and knowledge articles.

In addition to these core skills and experiences, essential competencies for success in this position include:

- Excellent problem-solving skills.
- Outstanding communication and customer service abilities.
- Ability to prioritise workload to meet targets and objectives.
- Meticulous attention to detail.
- Strong organisational and time management skills.
- Diligent work ethic with a proactive attitude.
- Flexibility in times of change.
- Self-motivated with effective time management abilities.
- High standard of written and spoken English.

**Please note**:
**About IRIS**

As one of the UK’s largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations.

IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence.

Over 4 million parents use our software to connect with their child’s school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance.

Our operational software is the invisible but essential beating heart of our customers’ businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.

It’s vital these mission-critical functions work first time, every time.

That’s why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time - so they can focus on productivity and growth.

IRIS is a company built on hiring the best people; our people are our greatest assets.

They enable us to be the innovative, market-leading, and high-performing company that we are today.

We’re delighted to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women.

These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward.

IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do.

This is why we work to create an environment where employees feel like they are part of a team.

**Why work for IRIS?**

**The Benefits**

**Generous holiday allowance**

**Charity / volunteering days**

**Income protection insurance**

**Life assurance**

**Employee Assistance Program**

**Private healthcare**

**Additional discount**
**sche

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