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IT Support Technician Trainee
3 months ago
This position focuses on delivering technical assistance to business users across the UK, managing incidents and service requests through a structured ticketing system.
Primary Responsibilities:- Responding to inquiries via phone and chat within established service level agreements.
- Overseeing incidents from initiation to resolution to guarantee user satisfaction.
- Supporting end-user service requests effectively.
- Documenting incident details and troubleshooting actions accurately.
- Conducting root cause analysis and providing effective troubleshooting.
- Maintaining a high rate of first-contact resolution.
- Escalating issues when necessary to ensure timely resolution.
- Providing ongoing updates to users regarding their requests.
- Assisting with the creation of user accounts, management of email accounts, and access to data.
- Facilitating the deployment of virtual machines and software applications.
- Complying with organizational procedures and security protocols.
- Performing additional tasks as required.
This position is ideal for individuals who possess outstanding customer service abilities, adaptability, logical reasoning, and a genuine interest in Information Technology.
