Summary
The IT Support Assistant is responsible for providing first line end-user support, including monitoring the IT Helpdesk, supporting the IT Support Technician to maintain the organisation’s IT infrastructure and supporting systems. You’ll work closely with numerous internal and external stakeholders delivering excellent customer service.
Wage
£12,480 a year
Training course
IT solutions technician (level 3)
Hours
Monday to Friday 9am to 5pm 30-minutes lunch break
37 hours 30 minutes a week
Possible start date
Monday 10 March
Duration
1 year 9 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
The following are the core responsibilities of the Apprentice. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
* Provide day-to-day hands-on resolution of users IT problems and issues which affect any aspect of the organisation’s information systems
* Keep IT Helpdesk tickets updated in the management information system (Sentinel)
* Perform daily operational tasks and carry out any appropriate follow up actions with guidance from the IT Support Technician
* Ensure that resources are deployed as required, such as laptops, docking stations and AV/VC equipment
* Deliver user training for new and existing IT systems as directed by the IT Support Technician or Head of Corporate Services
* Escalate IT Helpdesk tickets that are recurrent or require longer term or specialist attention to improve service quality and reliability to the IT Support Technician
Where you’ll work
ST. LUKES HOSPICE
FOBBING FARM
NETHERMAYNE
BASILDON
SS16 5NJ
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
ESSEX COUNTY COUNCIL
Your training course
IT solutions technician (level 3)
Equal to A level
Course contents
* Work at any stage of the solution lifecycle.
* Interpret client requirements.
* Prioritise tasks to work within agreed project plans.
* Ensure resources are used efficiently and responsibly.
* Design solutions to meet client and business requirements.
* Identify technical solutions using creative and critical thinking.
* Install hardware or software, either physically or virtually.
* Search and use different types of data or information sources.
* Test and evaluate performance, functionality, and usability of solutions to ensure compliance with customer and project requirements.
* Deploy and implement solutions, supporting change management practices.
* Create and maintain documentation in accordance with best practice and organisational requirements.
* Support multiple contemporary or legacy solutions to required levels of service.
* Apply organisational policies and legislation in relation to security requirements, privacy, and confidentiality.
* Communicate using a variety of tools and approaches, adapting language for technical and non-technical stakeholders.
* Apply continuous professional development CPD to support their own learning, business needs and technical developments.
* Work at any stage of the solution lifecycle.
* Interpret client requirements.
* Prioritise tasks to work within agreed project plans.
* Ensure resources are used efficiently and responsibly.
* Design solutions to meet client and business requirements.
* Identify technical solutions using creative and critical thinking.
* Install hardware or software, either physically or virtually.
* Search and use different types of data or information sources.
* Test and evaluate performance, functionality, and usability of solutions to ensure compliance with customer and project requirements.
* Deploy and implement solutions, supporting change management practices.
* Create and maintain documentation in accordance with best practice and organisational requirements.
* Support multiple contemporary or legacy solutions to required levels of service.
* Apply organisational policies and legislation in relation to security requirements, privacy, and confidentiality.
* Communicate using a variety of tools and approaches, adapting language for technical and non-technical stakeholders.
* Apply continuous professional development CPD to support their own learning, business needs and technical developments.
Your training plan
IT Solutions Technician Level 3.
Requirements
Desirable qualifications
GCSE in:
* English (grade C/4)
* Maths (grade C/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
* Customer care skills
* Presentation skills
* Initiative
* Non judgemental
* Patience