Job Summary

The Trainee - Support role is designed for individuals seeking to enter the IT industry. This position is critical in ensuring service level agreement (SLA) adherence while providing essential technical support and maintaining effective documentation. The role offers a foundation for developing written and verbal communication skills, essential for effective collaboration within the organization.

Key Responsibilities

1. Provide Basic Technical Support And Troubleshooting For Internal Teams Or Customers Using Written And Verbal Communication Skills To Convey Solutions Clearly.
2. Assist In Creating And Maintaining User Guides, Faqs, And Other Support Documentation Using Data Analytics To Identify Common User Issues.
3. Help Organize And Deliver Training Sessions For New Users Or Team Members, Enhancing Their Understanding Of Systems And Processes Through Effective Communication.
4. Monitor System Performance And Report Any Issues To Relevant Teams, Ensuring Timely Escalation And Resolution Of Technical Problems.
5. Adhere To Company Policies And Guidelines, Including Confidentiality And Ethical Conduct, While Engaging In Self-Directed And Instructor-Led Learning To Enhance Skills And Knowledge.
6. Seek Proactive Feedback From Mentors And Peers To Improve Performance, Contributing To Project Outcomes And Slas By Collaborating With Team Members And Meeting Deadlines.

Skill Requirements

1. Basic Understanding Of Written And Verbal Communication Skills.
2. Familiarity With Data Analytics Principles And Business Intelligence Concepts.
3. Ability To Create Clear And Concise Documentation.
4. Fundamental Knowledge Of Technical Support Processes.

Other Requirements

1. Optional Certifications In Itil Foundation Or Similar Support Frameworks Are Valuable For This Role