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IT Support - Trainee

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ramsac

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Location:
United Kingdom , Guildford

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

25000.00 - 26000.00 GBP / Year
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Job Description:

You will provide professional, jargon free IT assistance to our clients. You don't need experince, just a passion for tech and great customer service. Your job is to be proactive, professional and friendly – fixing their issue, preventing it from happening again, making them feel calm and confident in your ability, and making sure that the client feels well communicated with, in a manner that hasn’t made them feel silly for calling in the first place!

Job Responsibility:

  • Help our clients with any tech question they need to raise, by phone, portal or email
  • Deal with a wide variety of users with varying levels of technical knowledge
  • Manage a demanding case load in line with SLAs, as well as answering incoming calls and emails
  • Escalate issues quickly when appropriate
  • Liaise with third parties and log tickets for vendor support and warranty claims
  • Research issues for which you don’t have an immediate answer
  • Adhere to average daily ticket closure targets
  • Be proactive in keeping customers updated with the status of their support ticket and ensuring customer ratings are within target
  • Think about not only how to fix a ticket, but how to ensure a problem doesn’t return
  • Manage changes in a way that minimises risks to the client’s ability to operate
  • Act as a ‘Champion’ within the team for designated clients, reviewing our documentation and being a point of knowledge
  • Maximise efficiency and speed of service by utilising our automation tools as appropriate

Requirements:

  • The ability to be self-motivated and highly organised
  • A genuine interest in IT and a desire to build your career
  • The ability to keep it simple – no one’s impressed with jargon that only serves to belittle the end user
  • Experience of providing great customer service
  • The ability to remain calm and to make clients feel that they are the most important person on the planet
  • Able to mentor less experienced colleagues as necessary
  • Can do attitude in assisting your peers with any questions or challenges they may encounter

Nice to have:

  • Experience within Office 365 and Azure through use of the MS Partner Portal
  • Knowledge of the MS Office Suite
  • Knowledge of Active Directory
  • Experience managing on-premise Servers using remote management tools
  • Knowledge or experience offering advice on security best practice to end user
What we offer:
  • On the job learning
  • Industry accredited qualifications
  • A proven career development path

Additional Information:

Job Posted:
December 11, 2025

Work Type:
Hybrid work
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