IT Service Desk apprentice

Summary

King's Service Centre in Quintrell Downs are offering an exciting opportunity to join their dynamic team as a Digital Support Technician apprentice! Gain the knowledge, skills and behaviours to kickstart your career in this fast-paced industry.

Annual wage: £18,355 a year
Minimum wage rates (opens in new tab)
Training course: Digital support technician (level 3)
Hours: Working days to be confirmed, shifts are on a rota basis: 7.00am - 3:30pm 8.00am - 4:30pm 9.00am - 5:30pm 1.00pm - 9:30pm
40 hours a week
Possible start date: Tuesday 1 April
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

As a trainee member of the Service Centre team, you will learn skills necessary for delivering high quality advice and support to staff and students of King’s College London, providing an exceptional personalised service for IT and FM related issues, whilst completing your vocational qualification.

The Service Desk is responsible for handling front line queries received from various sources, such as telephone, email, social media and self-service and to be successful you should have strong communication skills, both oral and written, and a passion for customer care.

You should have confidence interacting with users of various technical skill levels, remaining calm and courteous whilst working to resolve challenging incidents
The post holder will work closely with colleagues in King’s as well as other key stakeholders and will use the Service Management toolkit to record Work Orders, Incidents and Service Requests
Some travel may be required for meetings and training, predominately between Quintrell Downs and university campuses in London

Where you’ll work

Quintdown Business Park

West Road

Quintrell Downs

Newquay

TR8 4DS

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

CORNWALL COLLEGE

Your training course

Digital support technician (level 3)

Equal to A level

Course contents

use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
communicate effectively through a variety of different channels using terminology appropriate to the audience
use digital resources to extend own knowledge and skills relevant to their role
risk assess the organisational impact of decisions that they take
use digital systems to identify productivity and performance improvements
use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
maintain system security in line with organisational policies.
support digital operations or digital change and transformation activities.
investigate application problems and enable resolution to maintain productivity and improve quality of service.
coach and guide stakeholders to develop their applications skills to use digital systems effectively.
monitor data to analyse systems use and provide insights to recommend use or applications developments.
support customers in the use of information, products and services through digital channels.
diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
maintain end-user systems physically or remotely. For example: software, hardware or operating systems
provide and direct end-users to tools and resources to help them to resolve their digital problems.
use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
communicate effectively through a variety of different channels using terminology appropriate to the audience
use digital resources to extend own knowledge and skills relevant to their role
risk assess the organisational impact of decisions that they take
use digital systems to identify productivity and performance improvements
use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
maintain system security in line with organisational policies.

Your training plan

Apprenticeship Standard: Level 3 Digital Support Technician.
You will be required to attend St Austell College a day a week as part of your apprenticeship training. You will receive on and off-the-job training and support from an assessor and an apprenticeship advisor.

Requirements

Desirable qualifications

GCSE in:

English (grade 3/D)
Maths (grade 3/D)

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
Customer care skills
Passion for IT/FM support
Strong interpersonal skills
Technical qualification
Ability adapt quickly
Understand new technologies
Methodical approach to work
Time management skills

Other requirements

Free on-site parking. Driving Licence is desirable.

About this company

King’s Service Centre was set up as a home to innovative and forward thinking service team supporting the services of King’s College London Our Service Centre brings highly skilled career opportunities to Cornwall, through recruiting locally, through investing in staff training and development, and through Graduate and Apprenticeship opportunities.  King’s Service Centre provides first-line IT support to the 50,000 strong King’s College London community of students, academics, researchers and professional staff – 24 hours a day, 7 days a week, 365 days a year. It is also home to King’s Estates & Facilities, Residencies, NMES and HR Service Desks, King’s Online, IT third line technical support teams and Business Operations.

https://www.ksc.ac.uk/ (opens in new tab)

After this apprenticeship

After completing the apprenticeship, there may be the option to remain with the employer for the right candidate.

Ask a question

The contact for this apprenticeship is:

CORNWALL COLLEGE

Holly

01209 616 452

The reference code for this apprenticeship is VAC1000296703.

Apply now

Closes in 27 days (Wednesday 12 February at 11:59pm)

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