Help Desk Support Apprentice

• Provide day-to-day technical support to colleagues or customers by phone, email, chat or in person

• Talk people through the steps to fix issues or set up systems, keeping them informed and escalating where needed

• Prioritise IT issues in line with customer service level agreements

• Investigate and diagnose IT problems and faults using the organisation's troubleshooting methods and tools

• Use the right tools and technologies to resolve technical issues

• Test hardware and software using appropriate testing methods

• Install and configure software and hardware, for example mobile apps, printers, projectors, scanners and cameras

• Support the roll-out of upgrades, new systems or new applications

• Follow the organisation's security policies when carrying out IT tasks

• Administer security access and permissions for people, for example password resets, escalating where necessary

• Document tasks and escalate appropriately so there is a clear audit trail and issues keep moving

• Keep skills up to date through guided self-learning and take responsibility for their own development