SUMMARY OF JOB:
The Management Trainee supports the day‑to‑day operations of the IT Help Desk while gaining hands‑on experience in desktop support, incident management, and IT service delivery. This role is designed for an individual with foundational IT knowledge who is eager to develop technical, organizational, and supervisory capabilities within a structured IT environment.
The trainee will provide first‑ and second‑level desktop support, assist with service request tracking, support IT documentation, and help maintain service level performance. Over time, the role is expected to develop into a more independent support or supervisory function.
KEY RESPONSIBILITIES:
Desktop & Help Desk Support
- Provide first‑line support for end‑user issues including hardware, software, printers, and basic network connectivity
- Log, track, and resolve incidents and service requests in the IT service management system
- Escalate unresolved issues to senior IT staff or vendors in accordance with procedures
- Assist with onboarding and offboarding activities (system access, equipment setup/retrieval)
- Perform basic troubleshooting for laptops, desktops, mobile devices, and peripherals
- Support routine maintenance tasks, patching, and system updates where applicable
IT Operations & Service Support
- Assist in monitoring Help Desk queues to support response and resolution targets
- Maintain accurate records of incidents, resolutions, and asset updates
- Support the preparation and upkeep of IT documentation, user guides, and FAQs
- Assist with inventory tracking of IT assets, licenses, and consumables
- Support vendors during hardware repairs, replacements, and warranty services
Trainee & Development Focus
- Learn IT service management processes, workflows, and SLAs
- Develop skills in incident prioritization and customer service communication
- Support basic reporting on Help Desk activity and service performance
- Participate in training, coaching, and assigned development activities
- Demonstrate readiness to take on increased responsibility as competency grows
Degree/Diploma and major if applicable:
Diploma or certificate in Information Technology, Computer Systems, or a related field
Required hands-on, technical or other types of training to perform the job:
- Strong customer service orientation and problem‑solving skills
- Basic understanding of desktop support and IT troubleshooting
- Ability to follow procedures and document work accurately
- Good communication skills (verbal and written)
- Willingness to learn and take feedback
- Ability to manage multiple requests in a fast‑paced environment
- Strong reliability, professionalism, and attention to detail
- Ability to follow procedures and document work accurately
- Good communication skills (verbal and written)
- Willingness to learn and take feedback
- Ability to manage multiple requests in a fast‑paced environment
- Strong reliability, professionalism, and attention to detail