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IT Support Specialist
2 months ago
IT Support Specialist Job Description
**Overview**
Addooco IT is a specialist provider of Managed IT, Cloud & Communications solutions. We deliver a premium customer experience at an affordable price for all businesses.
**Key Responsibilities**
* Be the first point of contact for all enquiries, both via phone and the internal helpdesk system
* Log all telephone support calls within the helpdesk system, ensuring that all relevant information is captured and correctly prioritised
* Monitor the helpdesk system for incoming requests, and action for support or additional information
* Diagnose and fix faults in hardware, networking and software
* Ensure that all issues are progressed to meet agreed SLA targets
* Ensure that all issues are kept up to date and the customer is informed of the progress
* Ensure that all issues are updated with the full resolution details prior to closure
* Log information on the daily checklists
**Essential Skills**
* The ability to liaise directly with a diverse range of end users from multiple countries
* The ability to meet company service standards and turnaround times
* Strong communication skills (specifically over the phone and by e-mail)
* Technical aptitude - the ability to learn new technologies quickly (full training will be provided where required)
* The ability to work in an organised manner, under pressure and methodically
* The ability to work pro-actively whilst multi-tasking and within a team environment
* Flexibility to cover extended hours and on call where necessary
**Desired Qualities**
* Being organised, customer focused, IT savvy and a natural problem solver
**Requirements**
* 3 GCSE's (or equivalent) at grades 4+ (A-C) in any subject
* GCSE Maths and English (or equivalents) at grades 3+ (D or above)
* Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject
**Benefits**
* Healthcare scheme
* Bike to work
* Holidays
* Team nights out
* Pension scheme
**Future Prospects**
* Gain a full-time position upon successful completion of the apprenticeship
* Career progression
* Continued training plan
* Personal development