Apprentice IT Service Desk Operator

Summary

Looking for an exciting opportunity to kick start your IT career, with an organisation with a strong social purpose? This exciting role gives you the opportunity to gain an Information Communications Technician qualification (Level 3 Information Communications Technician Apprenticeship)whilst applying your learning on the job.

Annual wage

£18,573 a year

Minimum wage rates (opens in new tab)

Salary will rise to £21,430 in year 2

Training course

Information communications technician (level 3)

Hours

Monday - Friday with alternate shifts 8 AM - 4 PM and 9 AM - 5 PM

35 hours a week

Possible start date

Monday 6 January

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

Within the role you will provide first contact point support and assistance on all aspects of Business As Usual (BAU) IT business systems, applications and hardware used by Housing 21 to all levels of users across the organisation.

You will deliver remote support services to all business users within SLA, as well as provide telephone and on-line channel customer response service, triage, ticket creation/classification and resolution.

To deal with service issues and requests, aiming to resolve tickets during first contact where possible.

To pass incidents/requests to the Senior IT Service Desk Operators where further technical services are required to deliver a prompt resolution.

Where you’ll work

51-53 Hagley Road

Birmingham

West Midlands

B16 8TP

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

QA LIMITED

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