Trainee Desktop Support

About the role

This trainee position supports the IT Infrastructure - Desktop Support team in delivering first-level technical support to employees. The trainee gains practical experience in troubleshooting computer hardware and software, preparing and configuring IT equipment, supporting end users, managing service tickets and following company IT security policies and procedures, all under supervision.

Key responsibilities

• Follow company IT policies, procedures, information security requirements and standard operating practices, and handle user devices and information confidentially.
• Assist with day-to-day support for desktop computers, laptops, monitors, printers, peripherals, Windows and Microsoft 365 applications.
• Log, update and follow up on incidents and service requests in the IT ticketing system, and keep accurate ticket notes with troubleshooting steps and outcomes.
• Help with device setup, installation, configuration, deployment and basic troubleshooting.
• Support user onboarding and offboarding, and account or access requests under authorization.
• Escalate unresolved issues to the appropriate team and document solutions learned, suggesting improvements to recurring issues with team guidance.
• Provide status updates to the supervisor and relevant users, and comply with health, safety, quality, environmental and workplace requirements.
• Perform other IT support duties and training activities assigned by the supervisor.

Required profile

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering or a related field.
• No prior work experience required.
• Good communication, customer service and problem-solving skills; ability to work collaboratively, follow instructions and learn from feedback.
• Awareness of IT security, confidentiality and responsible handling of company equipment.

Required skills

• Basic knowledge of Windows operating systems and computer hardware.
• Basic understanding of Microsoft 365 applications and networking concepts.