Apprentice IT Helpdesk Technician - Matrix IT Solutions Ltd

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Job Summary

Location: Fareham PO16 8XT
Salary: £200.62
Working hours: Mon – Fri between 8am and 6pm 1 hour lunch (37.5 hours per week)
Applications in by: 23/06/2017
Interview Date: 27/06/2017
Job Code: GT26088

We currently have an exciting opportunity for an Apprentice IT Helpdesk Technician to provide 1st line support within our Helpdesk environment to our customers at various sites, ensuring that all requests are completed within the agreed SLA’s
Matrix specialise in providing IT Support services to small and medium businesses. We provide a comprehensive range of services which include:

  • Designing, supplying and installing computer systems and networks
  • Techincal projects and consultancy
  • Investigation, diagnosing and resolving problems with customers IT systems.

We work with companies in Portsmouth, Fareham, Southampton and across the Hampshire region. Our experience and knowledge of computer services and IT solutions in Hampshire, support businesses to move forward. We work closely with our clients to provide an excellent support service.
IT services that we provide include: Managed IT services, Fully Managed IT services, Partially Managed, 24/7 Helpdesk support, System monitoring, Server, PCs, On-site engineers, Online reporting system, Ticketing system – from which the problem will be tracked until resolved. Daily checks and live system checks of critical business applications/systems.

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Duties will include:

  • First point of contact for all customer calls and emails to the service desk
  •  Log calls on behalf of the user ensuring all key information is correctly captured
  • Monitor, categorise, set priority of incoming tickets
  • Communication with customers as required: keeping them informed of incident   progress, notifying them of impending changes or agreed outages
  • Escalate service or project issues that cannot be completed within agreed service levels
  • System monitoring
  • System documentation
  • Hardware fault diagnosis and repair
  • Supporting project engineers with the preparation of hardware for onsite delivery.


Sales support

  • Quotes using internal sales system
  • Monitor order porter for quote acceptance


Goods in/out

  • Follow ConnectWise process for Goods in/out ensuring stock levels are correct.
  • Work with despatcher to ensure all items are assigned for despatch.
  • Manage stocks and spares



  • Check daily for items brought in for recycling. Confirm customer has agreed recycling and follow
  • process to prepare items for collection
  •  Arrange collection and retain hazardous waste certificates.·


Other information

  • The company is located at a remote industrial estate with minimal public transport.

Skills required:

  • Good numerical and literacy skills and good levels of computer literacy
  • Excellent organisational skills with the ability to prioritise
  • Good analytical/problem solving skills
  • The ability to communicate effectively at all levels with good relationship building skills
  • Self-motivated and keen to develop, with a willingness and desire to learn
  • To possess initiative with an inquisitive nature, unafraid to ask appropriate questions


Personal qualities

  • Self - motivated, active and energetic personality     
  • Attention to detail
  • Keen to secure a career within a fast moving company
  • Positive attitude to work     



Qualifications required

  • GCSE Math’s, English and ICT Grade D or above


  • 22 days paid holiday including 8 bank holidays
  • Free on- site parking


Future Prospects

  • Progression and a solid career

Applications in by: 23/06/2017
Interview Date: 27/06/2017
Job Code: GT26088

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