Nottingham College IT Apprentice

Summary

The successful applicant will work closely with IT Customer Service Team Leader and IT Services Business Partners to improve the existing services as well as help to embed the ITIL best practices and service-related processes; ensuring that IT services are continually improving to deliver high quality support for all stakeholders.

Annual wage: £23,635 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday - Friday - 9:00am - 17:30pm.
40 hours a week
Possible start date: Monday 20 January
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

· To support the IT Customer service team leader in ensuring that SLAs and KPI targets are being met

· To support the IT Customer service team leader to implement and continuously improve incident management, problem management and request fulfilment processes to ensure a consistent high-quality service to all end users

· To increase the number of incidents that can be resolved first-time using the tools available such as remote diagnostic over the phone and automations

· Apply Problem solving skills to IT issues or tricky incidents raised with the service desk and provide support in person when necessary

· Support the team with leveraging on historic data and ITIL industry best practices to create knowledge base articles

· Support the roll out of upgrades or new hardware, systems, or applications

· To ensure requests are appropriately owned and managed across all IT teams to provide an excellent customer service and satisfaction

· Be innovative in all aspects of service delivery in accordance with organisational values; be a role model of our values.

Where you’ll work

Adams Building

Stoney Street

Nottingham

NG1 1NG

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

NOTTINGHAM 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 communications technician / Institute for Apprenticeships and Technical Education
Information Communication Technician Level 3
This apprenticeship is based in the workplace, you might have to attend college for exams

Requirements

Essential qualifications

GCSE in:

English (grade GCSE or equivalent 9-4)
Maths (grade GCSE or equivalent 9-4)

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
Problem solving skills
Administrative skills
Number skills
Logical
Team working
Initiative
Non judgemental
Patience

About this company

Nottingham College is one of the largest further education and higher education colleges in the United Kingdom. Based in the city of Nottingham in England, it provides education and training from pre-entry through to university-degree level at its 10 centres in the city and around Nottinghamshire.

https://www.nottinghamcollege.ac.uk/apprenticeships/vacancies?index=apprenticeshipVacancies (opens in new tab)

After this apprenticeship

Potential opportunity for a permanent role within the company following successful completion of the apprenticeship

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