ICT Services Apprentice

Summary

As an apprentice you will support the Service Desk team in delivering essential projects such as laptop builds and assist with the Council’s modernisation programme. You will also provide support to staff within the organisation with troubleshooting IT related issues. The role will be very varied and we will support you.

Annual wage: £22,366 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Sometimes outside normal office hours, including weekends. Shifts to be confirmed.
37 hours a week
Possible start date: Monday 11 November
Duration: 2 years
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

To undertake a development programme leading to a ICT Support Technician Qualification in information Communication Technology and to actively participate in their own development plan agreed with their line manager and assessor
Work alongside experienced ICT Service Desk Analyst whilst learning all aspects of the role
Assist in general administration and support to the ICT - Service Desk Team
Assist with hardware and software installations
Deal with enquiries, tickets logged on the service desk and to communicate effectively with customers, colleagues and internal/external personnel
To ensure accurate record keeping using IT systems.
To follow instructions and procedures within the ICT Service.
To demonstrate a positive, enthusiastic, committed and flexible attitude towards work, team member, colleagues and other persons
Recognising the importance and benefits of effective team working
To work in line with ‘best practice’ ensuring compliance to relevant policies
To maintain confidentiality and discretion

Where you’ll work

Ebley Mill

Ebley Wharf

Stroud

Gloucestershire

GL5 4UB

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

CIRENCESTER COLLEGE

Your training course

Information communications technician (level 3)

Equal to A level

Course contents

Interpret and prioritise internal or external customer's requirements in line with organisation's policy

Apply the appropriate tools and techniques to undertake fault finding and rectification

apply Continuous Professional Development to support necessary business output and technical developments

Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders

Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate

Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders

Manage and prioritise the allocated workload effectively making best use of time and resources

Complete documentation relevant to the task and escalate where appropriate

Install or undertake basic software upgrades,either physically or remotely

Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements

Provide remote/F2F support to resolve customer requirements

Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Identify and scope the best solution informed by the system data associated with the task

Test and evaluate the system's performance and compliance with customer requirements.

Escalate non routine problems in line with procedures

Use basic scripting to execute the relevant tasks for example PowerShell, Linux

Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times

Apply the necessary security, in line with access and/or encryption requirements

Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely

Test and evaluate network environments

Monitor performance and usage of a network

Deploy applications on a network

Set up storage and data access for staff

Apply necessary security measures, in line with access requirements to a network

Carry out routine maintenance across network systems, ensuring organisational compliance

Monitor network-related workloads including DNS and firewalls

Install or undertake basic upgrades, either physically or remotely

Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.

Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.

Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.

Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy