1st Line Technical Support Apprentice

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.

Training:
Information Communications Technician, Level 3 Apprenticeship Standard Fortnightly attendance at Riverside College, Widnes

Training Outcome:

The hope is that this apprenticeship will result in us offering a full-time permanent 1st Line Technical Support role within a team where we strive to promote internally.

Employer Description:
We are one of the UK’s largest health and social care charities. We work in the community, enriching the lives of people with many different care needs.

Working Hours :
Monday to Friday, 8am to 4pm.

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