IT Helpdesk Apprentice

Summary

Working on the busy helpdesk, you will be fully involved in the day to day IT support function, this will include both hardware and software support. You will also be involved in new projects and roll-out of systems.

Annual wage: £14,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday between the hours of 7:30am and 5:00pm
37 hours a week
Possible start date: Tuesday 10 December
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

We are looking to recruit an Helpdesk Apprentice who is a hardworking, organised individual with flexibility and a willingness to learn.

As an Helpdesk Apprentice your main roles and responsibilities will include:

- Becoming a valued part of the IT Support team

- Learning how to provide technical support

- Assisting in customer projects and support activities as skills allow

- Gaining on the job experience and being able to utilize the skills you have gained over the duration of your apprenticeship

- Helping the existing staff, and the other sub-contractors partnered with, to deliver IT support services to clients

- Learning how to handle telephone support calls as well as incoming helpdesk emails

- Managing the helpdesk system, ensuring all calls are handled within appropriate timescales

- Working on resolving the first line support where capable and working with more experienced staff to help resolve more complex issues or referring to second/third line support staff where necessary

- Updating company systems.

You will be working towards an Information Communications Technician Level 3 Qualification over the course of 15 months.

Where you’ll work

Platinum Jubilee Business Park

BH24 3FW

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

LIFETIME TRAINING GROUP 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