WPEP L1 Support Technician

Training to become an L1 Helpdesk Engineer, the participant will learn various tasks including using Ticketing Software to answer Support Calls, log activity tickets and provide first level support. The participant will also develop customer care skills, learn how to ensure customer expectations are met, and enjoy learning about different aspects of Technical Support.

The participant will be trained in the following:

- How to answer incoming support calls and log all tickets in the ConnectWise system

- How to acknowledge and provide first level support for all new calls in ConnectWise

- How to provide first level support to our existing customer base remotely across all disciplines

- How to ensure that customer expectations are met or exceeded

- How to work on scheduled calls as assigned by the service coordinator

- How to provide call back support for overflow calls during busy periods

Accredited and/or sector recognised training will be provided to support your placement. Participants are eligible to participate in the WPEP QQI Work Experience Module which was developed by the Education & Training Boards in collaboration with the Department of Social Protection. This optional module will fulfil your accredited training requirements for the WPEP.


Formal Training:
- Answer incoming support calls and log all tickets in the ConnectWise system
- Acknowledge and provide first level support for all new calls in ConnectWise
- Provide first level support to our existing customer base remotely across all disciplines
- Ensure that customer expectations are met or exceeded
- Work on scheduled calls as assigned by the service coordinator
- Provide call back support for overflow calls during busy periods

Informal Training:
- Communication skills
- Teamwork