IT user support technicians are responsible for providing technical support, advice and guidance for internal/external users of IT systems and applications, either directly or by telephone, e-mail or other network interaction.

Entry Reqirements

Level 3 NVQ; A Levels

Typical Tasks

• Reports on commonly occurring queries to detect underlying problems.
• Maintains a log of work in progress, calls received, actions taken and problems detected.
• Researches possible solutions in user guides, technical manuals and other documents.
• Refers more complex or intractable problems to appropriate IT professionals.
• Facilitates user access to systems.
• Installs and upgrades hardware, cables, operating systems and/or appropriate software.
• Advises users on how to resolve hardware and software problems.
• Provides technical support to IT users.

Desired Skills

Reading Comprehension, Active Listening, Critical Thinking, Speaking, Writing, Learning Strategies, Active Learning, Monitoring, Mathematics, Science