WPEP Service Desk Assistant

INNOVATE is an established ICT Services company based in Co. Wexford, delivering secure, modern, and resilient IT infrastructure solutions to organisations across Ireland. We are currently offering a training and work experience opportunity through the Work Placement Experience Programme (WPEP) for a Service Desk Assistant to join our team.

This role is designed for individuals who are eager to learn and develop skills in IT service delivery and customer support. No prior experience is required structured training and mentoring will be provided, including the option to complete the QQI Work Experience Module.

Role Overview

As a Service Desk Assistant, you will be trained to become the first point of contact for customer support queries. You'll learn how to log and triage tickets, coordinate with engineers, and ensure customer expectations are met with professionalism and care.

Key Responsibilities (Training Provided)

• Answer incoming support calls and log tickets using ConnectWise
• Acknowledge and provide first-level support across various IT disciplines
• Coordinate with engineers to ensure timely resolution of customer issues
• Monitor ticket queues and escalate as needed to meet service levels
• Assist with scheduling and dispatching engineers for onsite and remote support
• Maintain accurate documentation of service activities and communications
• Provide call-back support during busy periods
• Shadow engineers to gain exposure to Level 1 troubleshooting and IT fundamentals

To check your eligibility for the WPEP programme, please visit: https://bit.ly/3ZNycnZ

Skills Development

Participants will receive formal and informal training in:

• IT service desk operations and ticketing systems
• Customer care and communication
• Team collaboration and coordination
• Exposure to core IT concepts including infrastructure, networking, and cybersecurity
• ITIL principles and service delivery best practices