IT Graduate Trainee

We are seeking a motivated, customer-focused IT Graduate Trainee to join our IT Support team and gain hands-on experience in a professional helpdesk environment.

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance via phone or email.
• Monitor the IT helpdesk and respond promptly to incoming technical support requests.
• Log, update, track, and manage helpdesk tickets accurately throughout the support lifecycle.
• Perform initial troubleshooting and provide first-line assistance for common technical issues.
• Escalate complex or unresolved technical issues to the appropriate support team when necessary.
• Attend to and close helpdesk tickets within established Service Level Agreements (SLAs).
• Follow up with customers after ticket resolution to confirm that issues have been resolved satisfactorily.
• Maintain clear and accurate documentation of technical issues, troubleshooting steps, resolutions, and customer communication.
• Keep customers informed about the status and progress of their support requests.
• Prioritize tickets appropriately based on urgency, impact, and agreed service levels.
• Continuously develop technical knowledge and troubleshooting skills through practical exposure, training, and guidance from experienced IT team members.

Requirements:

• Bachelor’s degree or Diploma in Information Technology, Computer Science, Information Systems, Software Engineering, Computer Engineering, or a related field.
• Relevant entry-level IT certifications are advantageous but not required.
• This is a graduate trainee opportunity; extensive professional IT experience is not required.
• Previous internship, industrial attachment, academic project, or practical exposure to IT support is advantageous.
• Basic understanding of computer hardware, software, operating systems, and networking concepts.
• Exposure to helpdesk or ticketing systems is advantageous.
• Previous customer service experience is beneficial but not essential.
• Basic IT troubleshooting and problem-solving skills.
• Strong interest in IT support and service desk operations.
• Excellent verbal and written communication skills.
• Strong customer service orientation.