IT Support Apprentice Level 3 Technician

Asset Management – Ensure that the ITAM database is kept up to date, ensuring that the asset lifecycle and disposal is followed Diagnose and resolve hardware and software-related issues in a timely manner, escalating more complex issues to higher-level support teams as needed Assist with user account management tasks such as password resets, access provisioning, and account setup/deactivation Educate users on basic IT concepts and best practices to enhance their productivity and security awareness Proactively monitor, assess, and report on all tickets against defined Incident and Request Management KPIs, ensuring that appropriate action is taken to progress tickets where required Proactive identification of recurring faults, and ensuring a complete resolution is put in place to prevent further incidents, following the problem management process Windows OS knowledge Office 365 and Outlook knowledge Using remote troubleshooting tools Implementing and cascading new processes Responding to customers when service issues are detected Problem-solving and analytical abilities, with a keen attention to detail Logging and keeping records of customer service issues and solutions in the helpdesk ticket system Communicating with second- and third-line support and escalating service issues to the appropriate level for swift resolution Updating self-help documents so customers and colleagues can fix problems themselves

Training:

Delivery model:

Work-based training with your employer Day release during term time (approximately 1 day a week for 1 year) Regular meetings with your training coordinator to monitor progress and well-being Approximately four on-site assessment visits per year Level 2 Functional Skills in Maths and English (7 days at college for each, if required) Off the job training will count for at least 6 hours a week of an apprentice’s time at work

Qualifications included:

Level 2 Functional Skills in English and Maths (if required) Level 3 Information Communications Technician Apprenticeship

End Point Assessment:

Work-based project and presentation Portfolio-based interview

Training Outcome:
Service Desk Analyst Deskside Support Analyst

Employer Description:
Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions. At Siemens Healthineers Magnet Technology in Eynsham, Oxford, we are a world leader in the design and manufacture of superconducting magnetic resonance imaging magnets for medical applications and we take enormous pride in developing truly innovative technology to produce superconducting magnet solutions of exceptional quality. From concept stage through to product delivery, we aim to continually push technological boundaries, as it is our mission to make MRI systems more widely accessible across the world.

Working Hours :
Monday to Friday – 09:00 to 16:30

Skills:
Communication skills,IT skills,Attention to detail,Customer care skills,Problem solving skills,Team working,Initiative,Interpersonal