WPEP Helpdesk Trainee

This work experience programme provides Participants with an opportunity to gain meaningful work experience learning and training while on the programme. This programme is for jobseekers that are in receipt of qualifying social welfare payments and those transferring from a social welfare scheme. Your eligibility for this programme will have to be verified by the Department as part of the application process.

The participant will gain practical experience in

Training to become an L1 Helpdesk Engineer the participant will learn various tasks including using Ticketing Software to answer Support Calls log activity tickets and provide first level support. The participant will also develop customer care skills learn how to ensure customer expectations are met and enjoy learning about different aspects of Technical Support.

The participant will be trained in the following:

How to answer incoming support calls and log all tickets in the ConnectWise system

How to acknowledge and provide first level support for all new calls in ConnectWise

How to provide first level support to our existing customer base remotely across all disciplines

How to ensure that customer expectations are met or exceeded

How to work on scheduled calls as assigned by the service coordinator

How to provide call back support for overflow calls during busy periods

The participant will receive formal/ informal training in the following

This is a training and work experience opportunity; no prior experience in this role is necessary. Accredited and/or sector recognised training will be provided to support your placement. Participants are eligible to participate in the WPEP QQI Work Experience Module which was developed by the Education & Training Boards in collaboration with the Department of Social Protection. This optional module will fulfil your accredited training requirements for the WPEP.

Formal Training:

Answer incoming support calls and log all tickets in the ConnectWise system

Acknowledge and provide first level support for all new calls in ConnectWise

Provide first level support to our existing customer base remotely across all disciplines

Ensure that customer expectations are met or exceeded

Work on scheduled calls as assigned by the service coordinator

Provide call back support for overflow calls during busy periods

Informal Training:

Communication skills

Teamwork

WPEP

Paid via Social

Must be unemployed for 6 months to be eligible

Remote Work :

No