Graduate Trainee, IT

Six Construct

What You ll Drive

• Receive, log, and manage ICT issues and service requests via approved channels (email, portal, phone).

• Categorize, prioritize, and assign tickets based on urgency and impact.

• Provide first-level troubleshooting and resolution for common ICT issues, escalating unresolved problems to second- or third-level support teams.

• Update ticket status and document resolution notes accurately before closure.

• Assist users with login/password issues, Microsoft 365/email access, PC/laptop/printer/peripheral issues, and basic network or connectivity problems.

• Provide support remotely or on-site as required.

• Guide users on self-service portals and knowledge base usage.

• Prepare ICT assets (laptops, desktops, mobile devices) for new joiners and assist with account creation, email/system access setup, and standard software installation.

• Support offboarding by coordinating access removal, tracking asset returns, and managing license reassignment or removal.

• Maintain accurate records of ICT assets, track movement, replacements, and perform basic inventory updates.

• Conduct basic hardware diagnostics and replacements (mouse, keyboard, HDD/SSD, RAM) and coordinate with vendors for warranty repairs.

• Communicate clearly with users regarding ticket status, expected resolution steps, and available workarounds.

• Follow up post-resolution to confirm user satisfaction and document recurring issues and resolutions.

• Update or suggest improvements to help articles and FAQs.

• Adhere strictly to ICT procedures, SOPs, and security guidelines, supporting endpoint security measures such as patching and encryption checks.