Service Desk Modern Apprentice

Summary

To support and maintain the IT service of TPT Retirement Solutions, ensuring it remains available, secure and error free. Administration and reporting on licensing, IT assets, and service management processes.

Wage: £13,741 to £22,222.20 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday - Friday 09:00 - 17:00.
35 hours a week
Possible start date: Tuesday 1 April
Duration: 1 year 6 months
Positions available: 2

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

Log all calls ensuring that all relevant information is gathered to progress service requests, incidents and changes correctly
Review, diagnose and triage requests from users, resolve technical problems and answer queries in respect of the company’s business systems and underlying databases
Monitor the service desk call queues and take ownership of unassigned calls
Escalate calls to other teams and management where required to ensure swift resolution of calls occurs
Own the processes for starters, movers and leavers ensuring that all hardware, software, and access tasks are carried out in a timely manner
Own the processes for end-user asset management
Own the process for meeting room booking and the conferencing equipment
Own the end user processes and troubleshooting for virtual desktops
Own the end user processes and troubleshooting for printers
Own the end user processes and troubleshooting for mobile devices and management of devices
Own the end-user processes and troubleshooting for mail and mail security
Own the process for daily/weekly/monthly checks and audits ensuring that all tasks are carried out in a timely manner
Participate in TPT’s processes for scheduled maintenance of hardware and software
To perform all duties in line with TPT’s Information Security policy.
To comply with the Data Protection Policy when dealing with personal data in the course of employment including personal data relating to any employee, customer, client, supplier or agent of the company
To act as an ambassador of TPT at all times

Where you’ll work

Verity House

6 Canal Wharf

Leeds

West Yorkshire

LS11 5BQ

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

LUMINATE EDUCATION GROUP

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

Training for this Apprenticeship will take place at Printworks Campus, Leeds City College

Requirements

Essential qualifications

GCSE in:

English (grade 4)
Maths (grade 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
Customer care skills
Problem solving skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Initiative

About this company

We’re one of the UK’s leading providers of workplace pensions with an award-winning Master Trust. Our 75+ years in pensions has given us the experience, heritage and scale needed to provide market-leading pension schemes that people can feel confident about. Now, we're on a mission to make pension schemes perform better for everyone.

After this apprenticeship

Full-time position

Ask a question

The contact for this apprenticeship is:

LUMINATE EDUCATION GROUP

apprenticeships@leedscitycollege.ac.uk

The reference code for this apprenticeship is VAC1000299237.

Apply now

Closes in 28 days (Friday 28 February at 11:59pm)

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