Summary
If all things IT is where you want to start, change, or develop your career then this is the opportunity for you. We have a truly, career- launching opportunity available with a well-established, national, IT Solutions business based in Derby. They are a business that has a wholesome culture and encourages development and progression.
Wage
£16,000 a year
Training course
Information communications technician (level 3)
Hours
Monday to Friday, 9.00am to 5.00pm.
40 hours a week
Possible start date
Monday 24 March
Duration
1 year 5 months
Positions available
6
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
As an Apprentice Service Desk Analyst you, will be the entry point for all requests and tickets, while also working closely other Service Desk Analysts to provide a cohesive experience for clients.
You will be required to update customers on all stages of support calls, from logging, research, action plan, escalation to resolution and if required timely escalate.
During your 17 month apprenticeship you will be provided with the tools you need to succeed within the role and develop soft skills as well as technical skills.
Typical duties will include:
* Provide the client facing interface for all support queries.
* Co-ordinate all support queries and requests.
* Maintain knowledge base for all encountered issues.
* Update clients on all stages of support calls, from logging, research, action plan, escalation to resolution.
* Publish client facing technical information such as best practice guides, FAQ's, etc.
* Provide reports and statistical analysis on issues reported and resolved for use by account management teams and technical teams.
* Provide a feedback loop to delivery and consulting teams for issues arising during project deployment
* Providing a point of contact and administration for in-house IT systems.
* Working to daily targets based around support queries.
* Ad hoc duties are required.
Where you’ll work
Unit 1a-1b Millennium Way
Pride Park
Derby
Derbyshire
DE24 8HZ
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
ALTHAUS DIGITAL 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
* The apprenticeship training is a blend of face-to-face and online workshops, delivered weekly in 2 - 3 hour sessions.
* Face-to-face sessions will be delivered from Althaus HQ on Pride Park in Derby, whilst the remote sessions will be delivered over Zoom.
More training information
* Althaus is an Ofsted Outstanding, national training provider, specialising in IT & Marketing apprenticeships.
* Based on Pride Park, Derby, we help organisations to attract high calibre junior candidates and upskill existing staff through apprenticeships.
Requirements
Essential qualifications
GCSE or equivalent in:
* English (grade A*/9 - C/4 (or equivalent))
* Mathematics (grade A*/9 - C/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
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Analytical skills
* Logical
* Team working
* Creative
* Initiative
* Patience