About this role
Training to become an L1 Helpdesk Engineer, the participant will learn various tasks including using Ticketing Software to answer Support Calls, log activity tickets and provide first level support. The participant will also develop customer care skills, learn how to ensure customer expectations are met, and enjoy learning about different aspects of Technical Support. Participant will gain practical experience in: The participant will join Innovate's Service Desk team and work alongside experienced L1 and L2 Engineers, receiving structured training and supervision throughout the placement. The participant will learn: How a Managed Service Provider (MSP) Service Desk operates How to use ConnectWise ticketing software to log, assign, prioritise and update support requests Customer service and communication skills in an IT support environment Basic troubleshooting techniques for Microsoft Windows, Microsoft 365, hardware and networking issues How service level agreements (SLAs) are managed Remote support techniques and tools IT documentation and knowledge management processes Cybersecurity awareness and security best practices Escalation procedures and when to involve senior engineers Team collaboration and professional workplace skills Day-to-day activities will include: Assisting Service Desk Engineers with handling support requests Logging and updating tickets within ConnectWise Shadowing engineers during troubleshooting and support activities Following up with customers regarding ticket updates Assisting with documentation and knowledge base updates Participating in team meetings, reviews and training sessions Learning how customer incidents are managed from initial contact through to resolution The participant will be supervised at all times by experienced members of the Service Desk team and will gradually increase their skills and confidence throughout the placement.. Participant will gain practical experience in: The participant will join Innovate's Service Desk team and work alongside experienced L1 and L2 Engineers, receiving structured training and supervision throughout the placement. The participant will be supervised at all times by experienced members of the Service Desk team and will gradually increase their skills and confidence throughout the placement. Formal / Accredited Training (20 Hours) Microsoft Learn – Microsoft 365 Fundamentals (MS-900) Introduction to Microsoft 365 Cloud concepts Security, compliance and identity concepts Modern workplace technologies ConnectWise Service Desk Administration & User Training Ticket creation and management Workflow management Customer communications Reporting and dashboards Service Desk best practices Cybersecurity Awareness Training Password management Phishing awareness Data protection and GDPR basics Safe use of business systems Informal / On-the-Job Training (40 Hours) Shadowing Service Desk Engineers Customer communication and call handling ConnectWise ticket management Service Desk processes and procedures Troubleshooting methodology Remote support tools Incident management Escalation procedures Microsoft 365 administration fundamentals Teamwork and collaboration Professional communication skills Time management and prioritisation Documentation and knowledge management Workplace health, safety and security procedures