About Us At Hounslow We’d love you to join us at the London Borough of Hounslow Our people are deeply committed to providing excellent services to our residents, doing all we can to make lives as good as they can be. We are an outstanding council, serving an outstanding borough. With brilliant, visionary leadership, a dynamic Cabinet and a can-do culture, we’ve built strong partnerships which have transformed how we serve one of London’s most diverse boroughs. Hounslow is the world in one place and full of potential. We are stepping up for our residents like never before. About Our Commitment To Diversity And Inclusion We live by five core values: Lead with Heart, Do New, Pass on the Power, Harness the Mix and Be a Rock. All our work has equality, diversity and inclusion at its very heart, best articulated in “Harness the Mix”. It's about breaking down barriers between our parts and people and unlocking the problem-solving power of our amazing mix of minds. We serve a diverse community, we have a diverse workforce and we are committed to being an inclusive employer. We work hard to create representation across our workforce and leadership community, we have thriving employee network groups and our learning and development programmes help us lead, model and breathe ways of working that eliminate inequality, inequity, injustice and bias. As part of this and under our commitments as a Disability Confident Employer, we make reasonable adjustments to accommodate our candidates. There’s space for you to tell us what you need within our application form. Our Benefits About The Role Are you ready to launch your IT career by working on a major technology upgrade to Windows 11 and other cutting-edge systems? As a Digital and IT Apprentice, you’ll be an essential part of a dynamic, forward-thinking team that designs, delivers, and supports IT across the Council and its partners. In This Role, You Will: Provide first-line technical support for hardware, software, and network issues. Interact with users through face-to-face, phone, email, and Microsoft Teams. Assist in troubleshooting and resolving queries related to data, functionality, and system performance. Ensure issues are resolved efficiently or escalated for timely solutions. Deliver a high level of customer service while adhering to industry-leading service management principles. You'll get hands-on experience in real-world IT challenges while being supported in your learning and development journey. Join us and take your first step towards a rewarding IT career About The Team You’ll Be Working In As a member of our Digital and IT Support Team, you'll play a key role in providing over-the-phone IT support to users at our Civic Centre and remote sites, gaining valuable, transferable skills that will help shape your career. You’ll be based in our state-of-the-art Civic Centre, a hub for innovation and collaboration. We are a team with ambitious plans to continually enhance our technology services for both internal and external users. This includes leading a major digital transformation programme that will shape the future of how we work. We are looking for customer-focused, enthusiastic individuals to join us in the Digital and IT Department and help drive these exciting changes forward. About You We’re looking for someone who: Takes ownership of user issues and is proactive in finding solutions. Can accurately log all calls and issues on our IT Service Management platform. Conscientiously updates and maintains records within the helpdesk system to ensure smooth operations. Takes pride in delivering outstanding customer service and is committed to resolving user concerns with care and responsibility. If you’re someone who enjoys helping others and thrives in a fast-paced IT environment, this role is for you If the points above resonate with you, we’d love you to put in an application: Read more about the work you’ll be doing in the Role Profile. Don’t meet every single requirement? We know that sometimes people can be put off applying for a job if they think they can’t tick every box. At Hounslow, we realise the ‘perfect candidate’ doesn’t exist. So, if you can do most of what we’re looking for, go ahead and apply. You may be just the right candidate for the job or be perfect for one of our other roles When Interviews Will Be Held And Who To Contact The key information you need about the role should be in the Role Profile, but if you have any further questions about the role, please contact: Email: Telephone: 02085836822 Interviews for this job will be held during week commencing Monday 7th October 2024. Applying for this position is not open to candidates who currently have an IT-Related degree or certification Email: Telephone: 02085836822 Interviews for this job will be held during week commencing Monday 7th October 2024. Applying for this position is not open to candidates who currently have an IT-Related degree or certification