IT Support - Trainee Jobs

ramsac

Location:
United Kingdom, Guildford

Category:
IT - Administration

Contract Type:
Not provided

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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IT Support - Trainee