Helpdesk Analyst Apprentice Review

Answer questions and troubleshoot a range of issues quickly and efficiently. ▪ Provision of high-quality updates to customers on a regular basis. ▪ Correctly set the customers’ expectations. ▪ Deliver on promises Take personal responsibility for every case, ensuring a proactive approach to resolution is taken and ensure all parties are kept updated o Proactive management of assigned cases o Maintain excellent quality of cases with detailed notes o Always display a positive and can-do attitude o Identify solutions and preventative measures to improve the customer’s experience o Ensure all cases are progressed in line with InspHire SLA/SLO’s. o Team Work: Proactively share knowledge, help during times of leave/absence, and share service improvement opportunities. o Be curious to change, evolve and develop in ways that help us better serve our customers. Show and carry out: o Customer service skills o IT Support methodology and systems o Document writing/management o Database queries o Application development lifecycle overview o Project delivery overview

I have learnt and developed the following skills: Curiosity and Interest in my IT support role ▪ Logical thinking ▪ Problem Solving Skills ▪ Good people skills ▪ Excellent communication skills, both written and verbal ▪ Always display a “customer first" attitude

I am really enjoying my programme as it allows me to work with incredible people, develop and maintain necessary skills, and establish great connections.

It is incredibly well structured and organised as I always understand what is expected of me, as well as where to go if I am unsure of anything.

I receive an incredible amount of support from my employer as I am always having check-ups, allocated time and any necessary support when and as I may need it.

I receive a huge amount of support from my training provider when working towards my qualifications as I always understand what do to, what is expected of me, always ensure that I meet any deadlines as well as any other support that may be necessary.

My qualification helps me to perform better in my role as it allows for me to correctly set the customers’ expectations, deal with them according to the specific situation and deliver on any promises that I am able to make them, due to the qualification.

There are many regular extra-curricular activities to get involved in at my work, ranging from meals, activities, social events, sport events - All from both a smaller department scale as well as the wider organisation/business.

Yes

Klipboard is an incredible place to work, offering an unparalleled level of support and a team of amazing, talented individuals. The company provides a wide and exciting range of duties and responsibilities, ensuring that every day brings new challenges and opportunities for growth. The collaborative and inclusive environment at Klipboard fosters innovation and personal development, making it a fantastic place to build a rewarding career. A place where you can truly thrive and grow.

Be open to collaboration and innovation, always look for opportunities to learn and grow, connect with your colleagues and support each other, take initiative and be ready to tackle new challenges.