Digital Support Technician Apprentice – Gravesham Borough Council – Gravesend DA12 1AU – £15,434p/a

The role does not involve direct customer handling but contributes to improving the experience of residents through better digital services.  

This is a development role as part of the Council’s apprenticeship programme. The job description provides a general guide to duties and responsibilities.   

You will be supported throughout the apprenticeship, and duties will develop in line with skills, training and service needs:

Maintaining and improving the council’s digital services and online processes   Support the Digital Team in responding to requests received through the shared inbox or support desk   Ensure requests are handled accurately, within agreed processes and with appropriate escalation where required   Learn how digital services are delivered and supported within the council  Update website content using the council’s Content Management System (CMS)   Check content for spelling, accuracy, broken links and usability issues   Ensure content is clear, concise and written in a user-focused way   Support the team in maintaining accessible content in line with WCAG standards   Reviewing and improving website content based on feedback and service needs   Updating and testing online forms and digital processes   Support the improvement of customer journeys by identifying simple usability issues   Carry out testing of digital services and report any issues or improvements   Observe and learn how digital systems and processes are developed and maintained   Continuous Improvement & Feedback   Support the team in reviewing feedback from services, residents and analytics   Assist in identifying opportunities to improve digital content and services   Ensure digital services remain accurate, up to date and easy to use   Contribute ideas to improve the customer experience of online services   Assist in reviewing website analytics and performance data   Support basic checks to ensure content and services are working as expected   Maintain data quality and accuracy within digital systems  
Team Support & General Duties   Attend team meetings and contribute appropriately   Work collaboratively with colleagues across the council   Maintain accurate records and follow agreed processes   Work towards completion of the Level 3 Digital Support Technician apprenticeship   A commitment and contribution to the Council’s Equal Opportunities Policy is an essential requirement of the post You will carry out all duties and activities having regard to the provisions of the Health and Safety at Work Act 1974, and in accordance with any instructions from senior members of staff under that Act or any Council or Departmental Codes of Practice or Procedures You will comply with Statute and Council policy in all respects  An awareness and commitment to section 17 which places a statutory duty on police and local authorities to work in partnership to reduce crime and promote community safety.  It is also required that community safety is to be a thread running through all functions of the Local Authority A commitment to excellent customer service and the values of the Council

Training:

During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Digital Support Technician standard. 

The training covers the following core occupational duties: 
https://www.instituteforapprenticeships.org/apprenticeship-standards/digital-support-technician-v1-1 

Training Outcome:
Upon completion of the apprenticeship, you will have gained a Level 3 Digital Support Technician qualification

Employer Description:

Gravesham Borough Council provides services to meet the needs of the borough's residents, businesses and visitors. We work to deliver a Gravesham to be proud of, focusing on: People: A proud community where residents can call a safe, clean and attractive borough their home. Place: A dynamic borough, defined by a vibrant and productive local economy, taking advantage of growth in the area, supported by its strong and active community. Progress: An entrepreneurial authority, commercial in outlook and committed to continuous service improvement, underpinned by a skilled workforce and strong governance environment.

Working Hours :
Monday- Friday Shifts to be confirmed

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Analytical skills,Team working,Creative,Initiative,Non judgemental,Patience