Employer description: \nLocated in Musselburgh, East Lothian, QMU aims to shape a better world through education, research, and innovation. \n\nOutward looking, we have strong ethos of partnership and collaboration. At our modern campus, we benefit from easy access to the centre of Edinburgh, Scotlandâs vibrant and historic capital city.\n\nThrough a period of apprenticeship and training, learn & develop the necessary skills, expertise and experience to provide assistance to staff and students requesting assistance through the university Helpdesk.\n\nOverview: \nWe are looking for a new and enthusiastic team member to provide a range of 1st and 2nd line support for our community of systems users on a 24-month fixed-term apprenticeship.\n\nAs a member of the IT team, you will be based both within the team area and the central Helpdesk providing face to face and remote support to the full range of the universityâs Digital services users. \n\nSalary: \n£23,414 per annum\n\nWorking week - Monday to Thursday, 9am until 5pm, Friday 9am until 4.30 pm (based on campus)\n\nBenefits:\nâ¢\tHolidays â 31 days PLUS 8 closure days\nâ¢\tOpportunity to work in supportive environment\nâ¢\tAttractive pension\n\nFuture prospects: \n90% of QA apprentices secure permanent employment after completing their apprenticeship: this is 20% higher than the national average. Key Responsibilities: \nPart of a small and friendly team, you will be trained and supervised by a senior member of the IT team and the Helpdesk Manager to provide the following services:\nâ¢\tUnder the supervision and direction of senior members of the IT team, develop a full understanding and an ability to perform the key tasks and responsibilities of an IT \n Analyst by: \nâ¢\tWorking with others, develop skills to provide the customer interface to IT via counter services, telephone and electronic communications. Contribute to handling \n incidents, problem records and service requests; proactively seek resolutions for customers; deal with issues and complaints in a professional and calm manner.\nâ¢\tLearning how to provide first line technical support on all IT related matters aiming at resolving majority of incidents at first point of call using advanced diagnostic \n techniques, system administrator rights and remote control of desktops.\nâ¢\tDeveloping an understanding of how to delegate incident/service requests which cannot be resolved at first point of contact to the appropriate group, retaining \n ownership through to resolution.\nâ¢\tCommunicating with users â keeping them informed of incident progress, notifying them of impending changes or agreed outages.\nâ¢\tContributing to user support for core University hardware and software.\nâ¢\tEndeavouring to pursue continuous service improvement culture, contribute to, maintain and update procedures, Documentation and general information required.\nâ¢\tMaintaining accurate records and reporting information on the level of faults and requests by logging all relevant incident/service request details and allocating \n categorization and prioritisation codes.\nâ¢\tUnderstanding how and when to escalate to the appropriate manager any incidents that require reporting for further escalation.\nâ¢\tAssisting others to provide staff and students with support for connecting their personal computers to the University network.\nâ¢\tContributing to effective communication with all staff and students in the resolution of faults and requests. Required skills: \nâ¢\tA proven interest and enthusiasm for IT. \nâ¢\tString desire to learn and develop. \nâ¢\tExcellent communication skills, both written and verbal. \nâ¢\tOrganisational skills with the ability to be pro-active in planning forward. \nâ¢\tAble to work to tight deadlines. \nâ¢\tCustomer service focus. \nâ¢\tAttention to detail. \n\nImportant information:\nThis vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.\n\nStarting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.\n\nOn completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6. \n\nIf you are interested in starting your career and receiving a work based qualification at the same time, APPLY NOW