IT Service Desk Apprentice

Summary

We are recruiting for an IT Service Desk Apprentice, learning by spending time with all members of our supportive team in order take advantage of the unique skill that we have within the team and by working with a mentor. You will have the opportunity to work on a wide variety of issues and put your problem-solving skills to good use.

Annual wage: £18,900 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Flexible working Monday to Friday, typically between 9am to 5pm.
37 hours a week
Possible start date: Monday 1 September
Duration: 1 year 6 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

Working in a lively environment and on a variety of issues, supporting a number of departments across the campus.  
Delivering excellent customer service to our customers in person, by phone, and email.  
Gathering, analysing, and using information from different sources to help triage and resolve incidents.  
Documenting and logging all contacts and actions into the Service Desk ticketing system and providing progress updates to customers regarding their issues.  
Following customer issues through to completion to ensure resolution and customer satisfaction have been achieved.  
Being prepared to think creatively and find novel solutions to issues.  
Working closely with other service desks on occasion and other IT professionals across STFC.  

Where you’ll work

Rutherford Appleton Laboratory

Harwell

Didcot

Oxfordshire

OX11 0QX

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

ESTIO TRAINING 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

The qualifications you will achieve is a Level 3 Information Communications Technician Information communications technician / Institute for Apprenticeships and Technical Education.

More training information

You will learn with a blend of self-directed study (using content provided by the training provider) and tutor-led sessions. Sessions are delivered remotely in short module blocks. You will build a portfolio of work-based projects throughout your scheme to build and demonstrate the knowledge, skills and behaviours required for this apprenticeship. Finally, you will undertake your End Point Assessment which will include a presentation and will be assessed as part of the final overall project result.

Requirements

Essential qualifications

GCSE in:

English (grade 4/C or above)
Maths (grade 4/C or above)

Desirable qualifications

GCSE in:

Computer science (grade 4/C or above)

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
Administrative skills
Number skills
Logical
Team working
Initiative
Patience

About this company

UKRI is an organisation that brings together the seven disciplinary research councils, Research England and Innovate UK. Together, we build an independent organisation with a strong voice and vision ensuring the UK maintains its world-leading position in research and innovation. Supporting some of the world’s most exciting and challenging research projects, we develop and operate some of the most remarkable scientific facilities in the world. We are pushing the frontiers of human knowledge through fundamental research and delivering benefits for UK society and the economy through world-class research, skills and business-led innovation.

https://www.ukri.org/councils/stfc/ (opens in new tab)

Company benefits

STFC offers a benefits package crafted to provide an excellent work/life balance including 30 days’ annual leave, an outstanding index-linked pension scheme, 10.5 public and privilege days, Christmas closure and flexible working hours.

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

Employees can access additional training including upskill apprenticeships.

Ask a question

The contact for this apprenticeship is:

Science and Technology Facilities Council

Louisa Chipperfield

louisa.chipperfield@ukri.org

The reference code for this apprenticeship is VAC1000295484.

Apply now

Closes on Sunday 16 February

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

Online applications only preferred for this role. Please submit a CV and covering letter which clearly outlines how you fulfil the criteria specified along with your motivation for UKRI and the role. Note that failure to address the above criteria or submit an application without a covering letter may result in the application not being considered. Assessment will only be based upon the content of your submitted covering letter and CV and not the ‘experience’ section of the application.

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