What will the apprentice be doing?
This role would suit someone with good communications skills and a desire to develop their technical and problem-solving abilities who wishes to begin a career in IT Support.
- Logging incidents and service requests from users by telephone, email and through the Helpdesk Portal
- Setting the correct priority and severity to service incidents and resolving them or escalating them as appropriate in line with Helpdesk Team policies and procedures.
- Providing excellent customer service to all users throughout the organisation through clear and professional communication
- Accurately recording information within the Helpdesk Portal and following ticket workflows in order to facilitate collaboration with the whole IT Support Team and accurate data reporting
- Providing assistance and technical knowledge to resolve 1st Line IT Support incidents efficiently by performing server administration and remote support
- Following up on open Incidents/Service Requests with users, the Support Team and third parties via email, phone and face-to-face methods.
- Using, maintaining, updating and creating documentation to help self and others resolve service incidents more efficiently
- Facilitating testing, defect resolution, and user acceptance and assisting with IT Project work as required
- Encouraging user education by providing relevant documentation and guidance in using self-help tools and strategies where appropriate
- Committing to improving own skills through self-directed learning and on-the-job training to meet the requirements of the Helpdesk service and contributing to the continuous improvement of the Helpdesk Team through enthusiastic engagement in team discussion and development
The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by the organisation which is relevant to your post within the company to meet the overall business objectives.
The apprenticeship programme will help your personal and professional development, the requirements to complete the programme are as follows:
- Attend and be punctual for all induction sessions and be punctual for all lessons
- Complete all required assignments
- Build up your portfolio of evidence
- Access support from your tutor / assessor and manager as and when required
- Contributory pension scheme upon completion of three months’ service
- Non-contributory life assurance policy (to value of 3 x annual salary)
- Childcare Vouchers
- Employee Assistances Programme
- Commitment to formal supervision and staff support.
- 25 days holiday per annum, plus statutory Bank Holidays, or time off in lieu if worked (pro rata for part time). Annual leave is increased to 28 days after two year’s continuous employment.
What training will the apprentice take and what qualification will the apprentice get at the end?
Overview of Standard
The Information Communications Technician Level 3 Apprenticeship Standard makes their contribution through the application of infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
An Information Communications Technician (ICT) provides support to internal and/or external customers, by using tools or systems to problem solve and trouble-shoot routine and non-routine problems. This occupation supports clients/customers with their systems.
The work of an Information Communications Technician Apprentive involves undertaking a vast array of specialist roles supporting business critical requirements and focus on customer solutions. Networking, Server, IT Essentials, Secure Communications, programming, and databases are just an example of typical tasks and projects undertaken within the likely areas of employment.
In their daily work, an employee in this occupation interacts with a wide variety of internal or external users of digital systems, through digital channels, remotely and/or face to face.
An employee in this occupation will be responsible for prioritising systems support tasks as they arise and for monitoring and maintaining system performance. They may work alone or as part of a team but will escalate problems in line with their organisation’s policies and Service Level Agreements. For example, if the task may not be completed on premise, it may have to be referred to an external specialist.
The company will release you to attend Kirklees College for your apprenticeship training.
What is the expected career progression after this apprenticeship?
There is a strong possibility that you will gain a full-time position following the successful completion of your apprenticeship.
The Richmond Fellowship is committed to training as an integral part of staff development and offers a wide range of in-house training courses, and external qualifications.