ICT Service Desk Apprentice

Summary

Reporting to the ICT Service Operations Manager you will provide ‘first line’ technical support to Sureserve users, located across several sites. Candidates will be required to log and manage incoming calls through to resolution.

Wage

£16,000 a year

Minimum wage rates (opens in new tab)

Option for addition to on-call rota once passed apprenticeship.

Training course

Information communications technician (level 3)

Hours

08:00 - 16:30, working days TBC.

37 hours 30 minutes a week

Possible start date

Monday 3 March

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

Candidates must possess excellent communication skills and understand the importance of providing outstanding customer service. Candidates are required to have high levels of concentration, an efficient way of working and the ability to maintain composure under pressure. The role requires strong organisational skills and the ability to prioritise based on the situation.

Candidates are expected to have the aptitude to understand and work on computer hardware and software in varying configurations. A positive ‘can-do’ attitude is required to align with the rest of the ICT Department.

ay-to-day user support of over 4500+ employees over 11 companies in person, via email and phone
Incident management, from logging through to resolution

Request fulfilment including but not limited to:

Mobile provisioning
Laptop provisioning
Software requests
Other user-specific requests
Provide technical advice to employees and team members
Maintain ownership of jobs and communication to achieve targets set by the business
Assist in the monitoring of Sureserve infrastructure, raising support calls and escalating when appropriate
Attend other sites with other members of ICT to provide support and fulfil requests

Where you’ll work

Liverpool Innovation Park

Edge Lane

Liverpool

L7 9NJ

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

CITY OF SUNDERLAND COLLEGE

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

Information Communication Technician (Level 3/Advanced).

On-the-job training will be provided by other team members, offering mentoring and support.

Off-the-job training will be provided by Sunderland College, remotely via teams.

Requirements

Essential qualifications

GCSE in:

English (grade Grade 9-4 or A*-C)
Maths (grade Grade 9-4 or A*-C)

Desirable qualifications

GCSE in:

ICT (grade Grade 9-4 or A*-C)

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
Presentation skills
Administrative skills
Analytical skills
Logical
Team working
Initiative
Non judgemental
Patience

Other requirements

There may be potential for out-of-hours working as required by the business, however, this will be considered overtime and is not contractual.

About this company

Sureserve is a national Gas, Energy, Renewables and Compliance business with over 4500 employees. The Group prides itself on being the UK’s leading provider of energy and compliance services to homes and businesses. Our mission is to be the trusted partner of choice to the social housing and related public sector in delivering essential and affordable heating, energy savings, and compliance solutions, playing a key and progressive role in decarbonisation, always delivering for customers, employees, residents and the environment with safety, integrity and respect at the forefront of everything we do. You will be working in the ICT Service Desk Team, making sure employees can work as efficiently as possible. You will deliver excellent customer service while adhering to targets agreed with the business to ensure Sureserve continues to grow and prosper.

https://www.sureserve.co.uk/ (opens in new tab)

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

Depending on the success of the apprenticeship and fit to the company, it is highly likely full-time employment will be offered once the course is passed.

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