Summary
A fantastic opportunity to work for Community Integrated Care and support computer users. You will provide 1st line (helpdesk) technical support to all Community Integrated Care computer users, assisting them with hardware, software and networking problems via phone, email or onsite within our Services.
Wage
£14,722.50 to £23,809.50 a year
This role includes 20 days annual leave plus Bank Holidays.
Training course
Information communications technician (level 3)
Hours
Monday to Friday, 8am to 4pm.
37 hours 30 minutes a week
Possible start date
Monday 7 April
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
This role will include the following responsibilities;
* To log all calls on the IT Helpdesk system.
* Maintain full documentation to ensure that IT tickets are successfully logged to track the progress of a job, so that issues can be escalated or resolved appropriately to minimise IT disruptions to our users.
* To set up and configure all new equipment as required, including user profiles for Active Directory, Office 365, and line of business applications. Identifying any initial risks or issues with equipment and systems and troubleshooting before implementation to the user.
* To collate and review operational systems data to ensure IT practices are adhered to and the data held in the IT systems is accurate and up to date. Escalating any concerns or risks to support the maintenance of quality IT services across the Charity with the IT Helpdesk Manager.
* To maintain a log of all assets including hardware items, software configuration and location to remain complaint with the Charity’s IT procedures so that an accurate log of all IT systems and equipment can be monitored efficiently.
* To be the first point of contact for all IT queries and issues, troubleshooting queries as they arise to the user through the IT Helpdesk so that these can be investigated thoroughly and resolved to minimise disruption to user experience.
* To ensure that all IT queries are logged through the IT Helpdesk so that they are monitored, and any complex queries are escalated to the 2nd Line Technical Support Officer or the IT Helpdesk Manager to ensure queries are managed with the relevant specialist.
* To respond to IT queries through the IT Helpdesk or telephone to ensure that our customers receive professional and effective advice that resolves their query or problem effectively so that customer satisfaction is consistently high.
Where you’ll work
COMMUNITY INTEGRATED CARE
2 OLD MARKET COURT
MINERS WAY
WIDNES
WA8 7SP
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
RIVERSIDE 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, Level 3 Apprenticeship Standard
* Fortnightly attendance at Riverside College, Widnes
Requirements
Essential qualifications
GCSE in:
* 4 GCSE’s including Maths and English (grade Grade A*-C (9-4) essential)
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
* Customer care skills
* Problem solving skills
* Keen to learn new ideas
* Flexible and adaptable
* Be an active listener
* Honest
* Reliable
* Team player
* Excellent telephone manner
* Knowledge of Microsoft Windows
* Computer networking knowledge
Other requirements
There may be some requirement to travel infrequently across the region.