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For Companies At a Glance
- Tasks: Assist clients with device setups and resolve technical issues, both in-person and remotely.
- Company: Join a dynamic IT support team focused on client satisfaction.
- Benefits: Gain hands-on experience, develop your skills, and enjoy a supportive work environment.
- Why this job: Make a real difference by helping clients and solving tech challenges every day.
- Qualifications: Strong communication skills and a passion for technology are essential.
- Other info: Opportunities for growth and learning in a collaborative team atmosphere.
Roles and Responsibilities of a Workshop Assistant
Eligibility – Required Skills & Attributes
- A love of (and ability to) solve problems & challenges
- Great communication skills, founded in being a good listener
- A strong understanding of support tools, techniques and how technology is used to provide services
- A strong understanding of operating systems, business applications, printing systems and network systems
- The ability to speak both Geek & human
- Develop and maintain knowledge and skills by continuous development working on mandatory and personal development training set out
- Keep up to date with new processes, procedures and developments
Desired Skills & Attributes
- Experience using a Ticketing system / RMM Tool and PSA software
- Experience providing support via remote tools
- Experience handling Technical Service Tickets
- Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
- Client Experience Certifications such as Helpdesk Habits etc.
- Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
Overview
The number one goal of everyone in our team is to make our Clients exceptionally happy. The Workshop Assistant plays an important role in making sure that happens. The Workshop Assistant primarily deals with setting up new devices and resolving both physical and remote issues that come in from our clients. When help is needed the Workshop Assistant can get help from or escalate issues to other members in the Service Desk Team.
Responsibilities and Tasks:
- Customer Service
- Providing a first point of contact for customers through our workshop, be that via phone, email or ticket
- Delight our Clients with a friendly, quick and helpful experience
- Provide the Client with in-house repairs, setups and assist with basic remote troubleshooting
- Use of our Ticketing System
- Use our Ticketing System to work on and resolve Service Desk Tickets & Service Requests
- Managing and recording all work through our Ticketing System
- Make sure that Client Documentation is well maintained
- Split tickets that have several issues into their own individual ticket
- Make sure that tickets aren’t “stale” throughout the process
- Use of our Monitoring & Management Tools
- Review RMM dashboard and apply remediation actions as indicated by our Processes
- Review regularly scheduled/automated actions as indicated by our Processes
- Project Work
- From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Junior / L1 Service Desk Engineer may be required to help with project delivery.
- Assist with in hours as well as out of hours project work where required
- Communication, Reporting & Risk
- Escalate tickets that require Senior Service Desk Engineer support
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Submit Timesheets & Expense reports as indicated on their SOPs
- Identify, communicate and mitigate potential risks to the Service Desk Management and Clients
- Work with and establish relationships with third party service providers to ensure full end-to-end service provision
- Teamwork
- Follow the schedule provided by the Service Desk Management or Service Coordinator / Dispatcher
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
- Follow all our Security Procedures and keep a vigilant eye for security issues
- Identify opportunities for improvement and make constructive suggestions for change
- Contribute to the process of innovative change effectively
- Undertake other duties as required by the Service Desk Coordinator, Service Desk Management Team or Directors
- Take ownership of a SPOC (Specialist Point of Contact) area and maintain correct usage, provide relevant documentation and act as an escalation point for this area.
- Act with Integrity, Trust & Communicate well
- Uphold ITC’s values of integrity, trust and communication in all interactions.
- Communicate effectively to provide excellent service.
Citizenship is a framework for general expectations for working at ITC. In your role, you will be given directed autonomy, but that requires accountability to the company, your team, our clients and yourself. The principles below will guide us in our success.
Apply Now
Location: Monkton Business Park, Hebburn, NE31 2EX
Workshop Assistant employer: ITC Service Ltd
Contact Detail:
ITC Service Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workshop Assistant
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent projects. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with clients, being able to explain technical issues in simple terms is key. Try role-playing with a friend to get comfortable with this.
✨Tip Number 3
Show off your problem-solving skills during the interview! Think of examples from your past experiences where you successfully resolved issues, especially in a tech environment. This will highlight your ability to handle challenges.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. And remember, apply through our website for the best chance at landing that Workshop Assistant position!
We think you need these skills to ace Workshop Assistant
Some tips for your application 🫡
Show Your Problem-Solving Skills: Make sure to highlight your love for solving problems in your application. We want to see how you tackle challenges and come up with solutions, so share some examples that showcase your skills!
Communicate Clearly: Since great communication is key for us, ensure your application reflects this. Use clear and concise language, and don’t forget to show off your ability to speak both 'Geek' and 'human' – it’s a big plus!
Demonstrate Your Tech Savvy: We’re looking for someone who understands support tools and technology. Mention any relevant experience with ticketing systems, remote tools, or IT certifications you have. This will help us see how you fit into our tech-savvy team!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the Workshop Assistant role. We can’t wait to hear from you!
How to prepare for a job interview at ITC Service Ltd
✨Know Your Tech
Brush up on your understanding of operating systems, business applications, and ticketing systems. Be ready to discuss how you've used these tools in past roles, as this will show your technical prowess and problem-solving skills.
✨Show Off Your Communication Skills
Since great communication is key for a Workshop Assistant, practice explaining complex tech concepts in simple terms. You might even want to role-play with a friend to ensure you can 'speak both Geek & human' during the interview.
✨Demonstrate Your Client-Centric Approach
Prepare examples of how you've delighted clients in previous roles. Think about specific situations where you provided exceptional service or resolved issues quickly, as this aligns perfectly with the goal of making clients exceptionally happy.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life scenarios, like handling a difficult client or troubleshooting a tech issue. Practise your responses to these types of questions, focusing on your thought process and how you would escalate if needed.
