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.
The participant will be trained in the following:
- How to answer incoming support calls and log all tickets in the ConnectWise system
- How to acknowledge and provide first level support for all new calls in ConnectWise
- How to provide first level support to our existing customer base remotely across all disciplines
- How to ensure that customer expectations are met or exceeded
- How to work on scheduled calls as assigned by the service coordinator
- How to provide call back support for overflow calls during busy periods
Accredited and/or sector recognised training will be provided to support your placement. Participants are eligible to participate in the WPEP QQI Work Experience Module which was developed by the Education & Training Boards in collaboration with the Department of Social Protection. This optional module will fulfil your accredited training requirements for the WPEP.
Formal Training:
- Answer incoming support calls and log all tickets in the ConnectWise system
- Acknowledge and provide first level support for all new calls in ConnectWise
- Provide first level support to our existing customer base remotely across all disciplines
- Ensure that customer expectations are met or exceeded
- Work on scheduled calls as assigned by the service coordinator
- Provide call back support for overflow calls during busy periods
Informal Training:
- Communication skills
- Teamwork
INNOVATE - The IT Solutions People
INNOVATE provide Managed IT Services and Professional IT Services across
| Networking | Security | Communications | Cloud Productivity | Cloud Infrastructure.
INNOVATE work with some of Ireland's leading brands to design, deliver and manage secure, cloud-based, IT and telecommunication environments to create an IT-enabled and agile business for today and beyond.
Technology has the potential to transform your organisation in ways you cannot even imagine, at INNOVATE, we know how to unlock the value of IT to enable you to succeed.
Through our partnership approach, we evaluate your current IT environment and recommend how and which cloud technologies and ICT solutions will offer substantial operational gains or solve existing headaches. Our clients value how we provide a secure, resilient IT infrastructure that increases productivity and facilitates a scalable business.
We make world-class IT affordable through our as-a-service business model that packages all your IT infrastructure, cloud and managed service investment into a monthly operating cost.
INNOVATE is a Microsoft Gold Partner specialising in cloud platform and productivity solutions, and Cisco Premier Partner with Advanced Security Architecture Specialised accreditation.
These accreditations are recognition for our commitment to achieving technical excellence and a proven track record for implementation. Given the pace of technological change, our clients rely on us to provide the right solutions and unrivalled technical expertise to support their organisation’ digital transformation.
Our IT Professional Services and Project Team can support your organisation with an IT Network Security review, IT Technology Review and Roadmap, Cloud Strategy readiness workshop and Cloud Strategy Roadmap in line with your business readiness.
Click here to view our Video https://youtu.be/fDOHsPRlf9s
