Apprentice IT Service Desk Operator

Housing 21

West Midlands, B16 8TP

Closes in 14 days (Thursday 14 November)

Posted on 31 October 2024


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
  • 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
  • Your training plan

    • Level 3 Information Communications Technician Apprenticeship
    • Training will be delivered online

    Requirements

    Essential qualifications

    GCSE in:

    • English (grade C/4)
    • Maths (grade C/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
    • Analytical skills

    Other requirements

    This is a hybrid role and the successful candidate will be required to attend our head office in Birmingham 2 days a week (Tuesday and Thursday)

    About this company

    Housing 21 is a leading, not for profit provider of Extra Care and Retirement Living for older people of modest means. We operate in 240 local authority areas, managing over 23,300 properties and providing over 48,000 hours of social care each week. We are committed to providing a modern, forward thinking 21st century service. We strive for continuous improvement and innovation in all that we do.

    http://www.housing21.org.uk (opens in new tab)

    Company benefits

    Holiday trade scheme Occupational sick pay Funded health cash plan Lifestyle discounts Car salary sacrifice scheme

    Disability Confident

    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

    • Upon completion of the apprenticeship you will be able to apply for roles within Housing 21

    Ask a question

    The contact for this apprenticeship is:

    QA LIMITED

    apprenticeships@housing21.org.uk

    The reference code for this apprenticeship is VAC1000284971.

    Apply now

    Closes in 14 days (Thursday 14 November)

    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.

    After signing in, you’ll apply for this apprenticeship on the company's website.

    Company’s application instructions

    Once the closing date has passed we will be in touch. The interview process will be 2 stages.