Digital (IT) Apprentice

Summary

A great opportunity to work in a friendly IT Team based at Clacton Town Hall. Covering all types of IT enquiries, you will learn how to investigate, diagnose, configure hard/software and resolve IT issues. The role requires excellent customer service skills and an understanding and keen interest in technology, IT development and cyber security.

Annual wage: £12,313.60 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Thursday, 8.45am - 5.15pm. Friday, 8.45am - 4.45pm.
37 hours a week
Possible start date: Friday 1 November
Duration: 1 Year 3 Months
Positions available: 2

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Provide 1st and 2nd line support, fixes and repairs
Assisting in the relocation of IT equipment for staff members
Assist with the investigation and resolution of cyber incidents.
Support the development of new systems and processes.
Contribute to managing content on the council’s intranet and internet.
Assist with system administration on the council’s business critical systems.
Troubleshoot desktop PC’s, laptops, tablets and phones.
Contribute to team project work.
Answer the telephone or respond to emails, directing enquiries, taking messages or escalating issues as necessary.
Ensure departmental electronic files are kept up to date within the IT shared drives and Intranet.
Support with the development/implementation of good practice and standard operating procedures.
Provide written documentation for others to follow where necessary.
Research and evaluation of existing and new technology.
Any other duties specified to support the on-going operational requirements of the team.

Full training will be given on all aspects of the role including

· Sunrise Service Desk System

· Customer Service Skills

· Microsoft Intune

· Microsoft Azure Suite

· Data Protection

MS Power Platform

Where you’ll work

Town Hall

Station Road

Clacton-on-Sea

Essex

CO15 1SE

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

TENDRING DISTRICT COUNCIL

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.

Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or

Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.

Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.

Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

Demonstrate patience and calmness.

Show you understand the customer’s point of view.

Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.

Maintain informative communication during service recovery.

Your training plan

Level 2 Customer Service Practitioner Apprenticeship qualification
Delivery will be in the workplace with an assessor or coach through a combination of assessing, coaching, training and mentoring
The minimum duration on the apprenticeship is 12 months, with an additional 3 months for an externally assessed end point assessment
A total of 15 months plus Functional Skills in maths and English, if required

Requirements

Desirable qualifications

GCSE or equivalent in:

English (grade 4)
Maths (grade 4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Initiative
Physical fitness

Other requirements

• The Job may include considerable periods working on a computer • Communication via telephone, email and face to face contact • Manual Handling • Working in a busy open plan office • The ability to multi-task and switch between tasks quickly depending on the current corporate priorities.

About this company

Local authority that covers the area of Tendring, Essex

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Career progression will be dependent on vacancies coming up within the team or wider organisation. Internal employees can apply for roles as and when they are advertised.

Ask a question

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