Apprentice Application Support Lead

DDM HEALTH LIMITED

Coventry, CV4 7EZ

Closes in 30 days (Friday 25 October at 11:59pm)

Posted on 23 September 2024

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Summary

You will offer tactical guidance, training, and support on key technology applications (both hardware and software) to internal teams and external clients, enhancing the delivery of application-based products and services. Support customer-facing platforms, such as websites and mobile apps.

Annual wage
£16,500 a year

Minimum wage rates (opens in new tab)

£15/£18k DOE

Training course
Applications support lead (level 4)
Hours
8:30am – 5:30pm, Mon – Fri

37 hours a week

Possible start date

Monday 28 October

Duration

1 Year 3 Months

Positions available

1

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

-        Maintain application support processes, for example developing workflow plans/technical specification road maps

-        Document and implement policy and procedures, for example on-boarding and leaver policies, and remote working procedures using a support desk operating platform

-        Diagnose, resolve and recommend improvements to address hardware and software problems and compatibility issues experienced by external clients and customers, including liaison with third party vendors

-        Lead and manage upgrades and new technology implementations taking opportunities to speed up deployment through automation and process efficiency

-        Monitor systems performance, investigate issues, collect performance statistics and create reports using application management software and tools

-        Provide first fix unassisted strategic technical advice both in person or with remote desktop support tools by using the correct tool to provide analysis, diagnosis and resolution.

-        Categorise and prioritise incoming applications support requests

-        Monitor systems and software cycles to identify need for upgrades and patching with timely deployment

-         Identify trends and solve systemic issues using analytical tools. Work alongside the support team to address systemic issues, involving relevant in-house teams or third-party vendors where necessary

-        Ensure that all requests for application support are dealt with according to agreed framework and procedures, recommending and implementing support team improvements where necessary.

-        Co-create and deliver training to colleagues, clients and customers of all levels of seniority, working with learning and development colleagues

-        Identify how services will be delivered to clients/customers including use of technology, process and individual delivery responsibilities, working as part of the external client delivery team (with direct influence over the chosen solution) alongside commercial colleagues

-        Liaise with internal compliance and, in some instances, regulators to provide data to such regulators in accordance with the employer organisation’s compliance obligations

-        Ensure work product complies with applicable regulation and legislation including data privacy, cyber security and anti-money laundering laws

-        Devise plans to implement and improve IT infrastructure and application change projects, for example, identifying organisational need for new applications and design and development of existing applications. Accepting ownership of changes that embody the DevOps culture with focus on user experience. Create project plans and assume or designate project management responsibilities

-        Lead and manage the physical implementation of software (including updates/upgrades) and hardware relating to IT infrastructure (including routine back up processes of data) and application change projects directly with colleagues

-        Conduct software and hardware testing relating to IT infrastructure and application change projects, for example FAT (Factory Acceptance Testing) SAT (Site Acceptance Testing) and UAT (User Acceptance Testing)

Where you’ll work

Technology House Sir William Lyons Road

University Of Warwick Science Park

Coventry

CV4 7EZ

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

VELOCITY 1ST LIMITED

Your training course

Applications support lead (level 4)

Equal to higher national certificate (HNC)

Course contents
  • use data systems securely to meet requirements and in line with organisational procedures and legislation, including principles of Privacy by Design
  • implement the stages of the application lifecycle ensuring that principles of usability and accessibility are embedded in the approach at every stage
  • assess the impact on user experience and domain context on the data analysis activity
  • communicate verbally and non-verbally to a range of internal and external stakeholders using a range of technical and non-technical language to provide an effective interface between internal or external users and suppliers
  • take a ‘customer focused’ approach to service delivery, underpinned by active listening
  • adapt to changing contexts within the scope of a project and continually review project output to ensure alignment with customer and organisational needs for example within a DevOps environment
  • collate and interpret data and convert into useable formats such as infographics, reports, tables, dashboards or graphs
  • select and apply the most appropriate data tools to deliver application support outcomes
  • use manual or automated test tools
  • adapt and apply testing activities according to industry standard development methodologies (sequential and iterative) including maintenance of clear supporting documentation
  • apply specific industry standards where appropriate (for example GDPR, health informatics and safety critical) related to software testing
  • use formal and informal techniques that will demonstrate software and systems are fit for purpose
  • use relevant training methods to support internal and external stakeholders with core software applications and hardware ensuring that principles of usability and accessibility are embedded in the approach
  • communicate applications support information by ensuring continuity of user understanding through use of training notes, user guides and other collateral sources

    • Your training plan

    Velocity apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, they will provide the skills necessary to succeed in the workplace and to expand future career prospects.

    Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their programme.

    Successful completion of this apprenticeship gives you an accredited Level 4 Applications Support Lead qualification, with training in how to:

    ·        Provide tactical advice, training and support on core technology applications (both hardware and software) to internal colleagues and external clients and customers to enhance and enable the delivery of application-based products and services.

    ·        Deliver the roll-out of upgrades to existing technologies, implement new technologies for use by colleagues and provide change management support to them

    ·        Assist with the planning of IT application and infrastructure change projects, implementing, testing and rolling out software and hardware relating to these change projects.

    ·        Implement and support the creation of remote working environments 

    For a full list of programme modules visit: https://velocity-pt.co.uk/

    Requirements

    Essential qualifications

    GCSE in:

    • Maths and English (grade Grade 4 minimum)

    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
    • Presentation skills
    • Administrative skills
    • Number skills
    • Analytical skills
    • Logical
    • Team working
    • Creative
    • Initiative
    • Non judgemental
    • Patience

    About this company

    DDM Health is a data-driven digital health and virtual care company that is on a mission to empower people to live healthier, happier lives - and we're hoping to care for 1 million people by 2026.

    After this apprenticeship

    The role offers long term security and the opportunity to progress into a permanent position.

    Ask a question

    The contact for this apprenticeship is:

    VELOCITY 1ST LIMITED

    Tom Crossland

    thomas.crossland@velocity-academy.co.uk

    07887340679

    The reference code for this apprenticeship is VAC1000278598.

    Apply now

    Closes in 30 days (Friday 25 October at 11:59pm)

    When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.