IT Support Apprentice (Hyde Housing Association)

Summary

This is a highly rewarding opportunity to work with ICT Help Desk, working alongside highly efficient IT experts with a drive towards adding value to our workforces experiences when using Business related IT devices. You will also have an opportunity to attend critical meetings where the broader technology delivery across the business is delivered.

Wage

£24,500 a year

Training course

Information communications technician (level 3)

Hours

Monday - Friday 9am-5pm

35 hours a week

Start date

Saturday 11 August 2925

Duration

1 year 6 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

• Act as an instant and accessible point of contact for all incoming IT related issues.
• Gather appropriate information from customers to comprehend issues, queries or complaints.
• Resolve or refer IT related issues to full resolution.
• This role includes an emphasis on good customer service apprentices will be at the forefront and communicating regularly with our technological need for our internal workforce.
• Problem solving so resolve tech issues and knowing where to signpost certain problems is incredibly important.
• Act as an instant and accessible point of contact for all incoming IT related issues.
• Gather appropriate information from customers to comprehend issues, queries or complaints.
• Work to SLA (service level) thresholds for incidents, requests and problems, prioritising and managing workload effectively, managing several open incidents/problems and mini projects simultaneously.
• Use knowledge of Hyde’s operating environment and software applications to diagnose and resolve problems where possible and escalate to the responsible team if not able to resolve at first touch.
• Ensure that all hardware requests are logged correctly and contain the relevant information required for approval.
• Process new starter and leaver requests and setup and change processes as per departmental procedures.
• Always ensure confidentiality of users and customer data.
• Give users guidance regarding the IT security policy.
• Escalate calls to appropriate individuals/teams as necessary.
• Demonstrate a proactive and proficient approach to dealing with IT service desk support through the systematic handling and recording of standard processes and procedures.
• Work closely and in collaboration with the wider technology teams to ensure an effective all-round customer focused service is always delivered to both internal and external customers.
• Develop the skills and knowledge to function in the team and to complete the apprenticeship standard.
• Complete the apprentice standard in the allocated time.
• Ensure all course work and assignments are completed.
• Attend all meetings with professional coach and all training sessions.

Where you'll work

30 Park Street
London
SE1 9EQ

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

ESTIO TRAINING LIMITED

Your training course

Information communications technician (level 3)

What you'll learn

Course contents

• Interpret and prioritise internal or external customer's requirements in line with organisation's policy
• Apply the appropriate tools and techniques to undertake fault finding and rectification
• apply Continuous Professional Development to support necessary business output and technical developments
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
• Manage and prioritise the allocated workload effectively making best use of time and resources
• Complete documentation relevant to the task and escalate where appropriate
• Install or undertake basic software upgrades,either physically or remotely
• Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
• Provide remote/F2F support to resolve customer requirements
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
• Identify and scope the best solution informed by the system data associated with the task
• Test and evaluate the system's performance and compliance with customer requirements.
• Escalate non routine problems in line with procedures
• Use basic scripting to execute the relevant tasks for example PowerShell, Linux
• Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
• Apply the necessary security, in line with access and/or encryption requirements
• Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
• Test and evaluate network environments
• Monitor performance and usage of a network
• Deploy applications on a network
• Set up storage and data access for staff
• Apply necessary security measures, in line with access requirements to a network
• Carry out routine maintenance across network systems, ensuring organisational compliance
• Monitor network-related workloads including DNS and firewalls
• Install or undertake basic upgrades, either physically or remotely
• Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
• Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
• Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
• Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
• Interpret and prioritise internal or external customer's requirements in line with organisation's policy
• Apply the appropriate tools and techniques to undertake fault finding and rectification
• apply Continuous Professional Development to support necessary business output and technical developments
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
• Manage and prioritise the allocated workload effectively making best use of time and resources
• Complete documentation relevant to the task and escalate where appropriate
• Install or undertake basic software upgrades,either physically or remotely
• Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
• Provide remote/F2F support to resolve customer requirements
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Your training plan

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

· Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.

· Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.

· Prioritise systems support tasks and monitor and maintaining system performance.

· Maintain regulatory, legal and professional standards.

· Support the information systems needs for your business.

Requirements

Essential qualifications

Other in:

Maths (grade (A*-C/9-4 or equivalent))

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

• Communication skills
• Problem solving skills
• Proactive
• Intuitive
• Self motivated
• Drive to learn
• Time management skills
• Honest

Other requirements

We have a health cash plan which employees can access to get routine health checks reimbursed. We also have salary savers, a good pension scheme, and access to therapy. We currently operate a hybrid work pattern which involves working from the office most weeks 2 days per week.