Level 3 ICT Service Desk Analyst Apprentice

As a member of the council's ICT Service Desk team, your main jobs and duties will consist of:

Logging all staff IT issues Dealing with enquiries from customers (face to face, via the telephone, email, etc). Offer appropriate IT troubleshooting, advice and guidance through relevant training Ensure that all requests are logged appropriately, and workload is managed effectively Ensure that priority setting and escalation procedures are applied effectively Effective use of knowledge base and other systems to retrieve and update information accordingly Working closely with the supervisor to ensure effective use of working week

Training:

At the end you will gain a Level 3 Information Communications Technician apprenticeships standard. This will include any Functional Skills as appropriate. 

The apprenticeship training will be delivered in the workplace, as you will receive visits from a college assessor. The apprenticeship will also include a proportion of 20% Off the Job Training and a robust programme of Mandatory Apprentice Training provided by Sandwell Council to include Workplace Professionalism and Equality and Diversity.

Training Outcome:

The post is offered on a fixed-term contract to cover the duration of the apprenticeship training. You will receive support and guidance to identify and apply for any further apprenticeships or internal jobs that you are suitably experienced and qualified for. Our 'Next Steps' workshop will help you to identify the skills that you have gained throughout your apprenticeship in order to update your CV and apply for any opportunities.

Employer Description:
Sandwell is a large, multicultural metropolitan borough situated in the heart of the Black Country, to the west of Birmingham, within the West Midlands conurbation and with a population of over 280,000. The Council is one of the largest employers in the Borough with employees in a variety of occupations, providing a comprehensive range of services. For more information about Sandwell Council’s apprenticeship programme and our recruitment process please visit our YouTube channel. Find out more information on Sandwell’s Values and Behaviours on the council’s webpage. For more information on careers in local government you can view a copy of the Local Government Career Guide.

Working Hours :
Monday to Friday - exact hours to be confirmed by employer.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Logical,Team working,Initiative,Non judgemental,Patience,Willingness to learn,Reliable and trustworthy,Self-motivated,Positive and enthusiastic,Able to follow instructions,Maintain confidentiality