Information Communications Technician Apprentice

The role is expected to work closely with colleagues across ICT to help ensure that IT services are working correctly, enabling Council services to be delivered successfully.

Provide 1st line support as part of the Service Desk team Ensure an exceptional level of customer service and satisfaction is met at all customer touch points Provide technical support to end users on various technical issues and problems relating to hardware, software and peripherals Be responsible for responding to, documenting and resolving service tickets in a timely manner according to agreed SLAs Communicate effectively with customers at all levels in the resolution of incidents and service requests Perform and complete all aspects of service (telephone calls, web incidents, walk ups, floor walking, voicemails, call backs, e-mails etc.) to ensure the successful resolution of issues and requests, providing workarounds when appropriate Support diagnosis of hardware and software faults and solve technical and application problems at 1st line level Diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.  Continue to monitor resolution progress when problems are passed to other teams Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention Perform user administration duties including new starters, leavers and movers Perform laptop build and re-builds Monitor and maintain the Council’s computer systems and networks Contribute to continuous improvement in incident, problem and change management processes and support the ongoing enhancements to the ITSM tool Identify opportunities to improve the effectiveness and efficiency of the service provided by the Service Desk Share information and assist others with support requests, as required Produce relevant reports in a standard format in an agreed timeframe. Works with key stakeholders to discuss any changes in the reporting processes Ensure your Line Manager is updated on your apprenticeship progress so that your duties can be tailored to compliment your course Perform Ad Hoc Duties as requested by your Line Manager

Training:

How Ginger Nut Deliver

Our training delivery is based on a remote, blended model of one-to-one sessions every 4 weeks, group sessions, webinars, online courses, video, and additional support as required. This means that our learners have the guidance they need as well as the flexibility to learn around the requirements of their jobs. We find that this approach reduces disruption for the learners and their line managers giving everyone the best chance of benefitting from the training and completing the course.

To support learning, all learners are given access to LinkedIn Learning, with bespoke channels designed to support their apprenticeship. They also have access to Cisco Networking Academy which includes additional video learning and supporting materials.
Training is structured around a series of one-to-one visits covering the following core topics:

Basic Architecture & Connection Media Numerical Skills and IP Networks Fundamentals of Networks Maintaining Secure Network Mobile and Remote Management Ticketing, Troubleshooting and Diagnosing Principles of Security and Maintenance Cloud Services, Backups and Virtualisation Communication and Cultural Awareness Route Specific Topics Presentation, Customer Service, Stakeholder Management skills Finalising Portfolio of Evidence

Training Outcome:

This apprenticeship will allow learners the opportunity to become skilled and qualified IT technicians who will be able to utilise a wide range of digital tools and resources.

There are three Routes available:

Support Technician Network Technician Digital Communications Technician

Employer Description:
Southend-on-Sea City Council is a Unitary Authority, delivering essential services to meet the needs of the local community. With around 1,800 staff, we work closely with partners and residents to achieve the city vision and improve lives. Working for Southend on Sea City Council offers a challenging and rewarding career in local government within a collaborative and innovate environment. As a Unitary Authority, we're responsible for a wide range of functions, including social services, transport, public health, and education, providing diverse career opportunities. The diversity of our economy and communities and investment in a number of exciting regeneration projects makes our Council a great place to work, learn and make a difference. We are a Disability Confident employer and offer all applicants who disclose they have a disability when applying a guaranteed interview if they meet the minimum criteria for the job. Our policy is to also offer all Care Leavers within the City who apply for an apprenticeship an interview if they meet the entry requirements. If you are a Care Leaver within the City, please email resourcing@southend.gov.uk so we can track your application.

Working Hours :
Monday to Friday, 8:00am - 4:00pm in the office, with 30 minutes for lunch. (Subject to change).

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Analytical skills,Logical,Team working,Patience