IT Helpdesk Administrator Apprentice (Ison Harrison Solicitors)

Summary

To provide Helpdesk and administration support within the firm while gaining an insight into legal practice. To ensure the successful development of the office, department and the firm in line with the firm’s business plans.

Wage: £16,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday. Shifts to be confirmed.
37 hours 30 minutes a week
Possible start date: Thursday 20 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

Being 1st line support for colleagues contacting Helpdesk
Inputting details on the call-logging software in accordance with IT procedures

Resolving or referring the calls raised by colleagues as appropriate including:

Software issues involving Word, Outlook, Practice PMS systems
Hardware issues such as PCs, Monitors, Dictation equipment, Mobile phones
Maintaining, developing, regulating and over-seeing the operation of the firm’s Call Logging software
Instructing other users in use of the Call Logging software
Liaising with providers outside the firm where necessary
Preparing statistical reports of calls logged for the IT Partner
Managing, organising and updating relevant data using other database applications
Contribute to maintaining a safe and healthy working environment
Contribute to maintaining and improving office procedures
Any other duties which are required by the firm

Where you’ll work

Duke House

54 Wellington Street Leeds

West Yorkshire

LS1 2EE

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

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage
Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components
Prioritise systems support tasks and monitor and maintaining system performance
Maintain regulatory, legal and professional standards
Support the information systems needs for your business

Requirements

Essential qualifications

GCSE in:

5 GCSE's including English Language and Maths (grade (A*-C/9-4 or equivalent))

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

Attention to detail
Excellent IT skills
Strong prioritisation to tasks
Ability to work under pressure
Handle multiple requests
Strong interpersonal skills
Professional telephone manner
Clear and concise
Literate and numerate
Extremely accurate
Motivation
Excellent spoken English
Flexible and can do attitude

Other requirements

• Satisfactory absence record or sound justification for high absenteeism. • Able to promote the image of the firm.

About this company

Welcome to Ison Harrison and Harrison Bundey – The Yorkshire Law Firm. A regional law firm with a national reputation. With Yorkshire roots and Yorkshire values, we support our local community with a full range of personal and business legal services, from our 20 Yorkshire branches. Over the past 45 years the firm has grown from a one-man band to what is now a large regional law firm employing over 335 staff across 20 offices throughout Yorkshire. We offer the broadest suite of legal services in the region and are very much embedded in the communities in which we have offices. Whilst some of the growth has been facilitated through acquiring other smaller firms, most has been organic as a consequence of clients recommending us or returning for additional services.

After this apprenticeship

This role offers the potential for a permanent position upon successful completion of the apprenticeship, contingent on performance

Ask a question

The contact for this apprenticeship is:

ESTIO TRAINING LIMITED

Raymond Duke

Raymond.Duke@estio.co.uk

0203 834 2872

The reference code for this apprenticeship is VAC1000299654.

Apply now

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

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