IT Support Trainee

4 weeks ago

Slough, United Kingdom IRIS Full time

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. 

Please note: This is a full-time position based at our Heathrow Approach (SL3 8QY) offices. The successful candidate will enrol in an ICT Level 3 Apprenticeship lasting approximately 15 months. 

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? 

This role is ideal for candidates with the following skills and experiences: 


  • 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: 

We may close vacancies early if we receive a high volume of applications. Therefore, we recommend applying as soon as possible to seize this exciting opportunity 


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