IT Support Apprentice
3 weeks ago
About Matillion
Matillion is a leader in the Data Productivity Cloud sector, dedicated to enhancing the data readiness of our clients and the global community. Our innovative technology empowers teams to efficiently load, transform, synchronize, and orchestrate their data. We are in search of enthusiastic, integrity-driven individuals to contribute to our expanding organization. Together, we can achieve significant impacts beyond our individual capabilities.
Role Overview
The Service Desk Analyst Apprentice is crucial in managing daily operations and supporting the Matillion user community. This position involves responding to, triaging, and providing technical assistance to end-users. The apprentice will engage in projects aimed at improving business operations and processes, as well as updating documentation and knowledge base articles while assisting Senior Service Desk Analysts with complex issues.
Key Responsibilities
- First Point of Contact: Serve as the initial contact for users facing technical challenges or needing IT service assistance. Log, categorize, and prioritize support tickets accurately, performing initial troubleshooting and escalating complex issues as necessary.
- User Support: Deliver prompt and effective support for software, hardware, network, and application-related issues. Guide users through solutions and provide necessary training, while maintaining an internal knowledge base.
- Communication: Ensure clear and professional communication with users regarding ticket status and progress. Collaborate with IT team members to resolve issues and share insights.
- Hardware Support: Diagnose and troubleshoot technical issues on both Windows and MacOS platforms, utilizing knowledge bases and documentation to resolve problems efficiently.
- Project Support: Assist in IT projects such as system upgrades and migrations, participating in testing, documentation, and rollout activities for new applications.
- Service Management: Follow ITIL best practices to guarantee consistent service delivery. Document all service desk activities in compliance with company procedures.
- SaaS Management: Manage core SaaS platforms, including user administration and configuration management.
- User Provisioning: Collaborate with the PeopleOps team to onboard and offboard users, providing training on IT tools and best practices.
- Continuous Improvement: Actively seek ways to enhance processes and procedures within the ITIL framework.
Qualifications
- Genuine interest in IT systems and service delivery.
- Basic knowledge of multiple operating systems, including MacOS and Windows.
- Exceptional customer service skills.
- Strong communication abilities, particularly in conveying technical solutions to non-technical users.
- Effective problem-solving skills and resourcefulness.
- Commitment to ongoing professional development.
- Able to work independently and collaboratively.
- Capacity to manage multiple tasks while maintaining high-quality standards.
At Matillion, we prioritize fair compensation aligned with market standards, considering role, job family, level, and location. Our culture is collaborative, ambitious, and transparent, fostering an environment where colleagues care for one another and their communities. We offer a flexible working culture that promotes work-life balance and a range of benefits, including:
- 30 days of holiday plus bank holidays
- 5 days of paid volunteering leave
- Health and life insurance
- Access to mental health support
- Pension scheme
- Career development opportunities
More about Matillion
Trusted by thousands of enterprises, including Cisco and Slack, Matillion technology is essential for data orchestration across various use cases. With significant investment backing, we are on a mission to enhance data productivity globally. Our dual headquarters in Manchester and Denver reflect our commitment to a diverse and inclusive workplace.
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