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9 Aug 2017

Apprentice Infrastructure Technician

CV-Library – Posted by admin Nottingham, England, United Kingdom


Job Description

A fantastic opportunity has arisen for two Apprentice Infrastructure Technicians in Nottingham!

Who you`ll work for:

Reporting to the Service Desk Team Manager you will have the opportunity to:

– Develop the skills, experience, attitudes and competencies needed to gain future employment within the authority or with other employers
– Gain a vocational qualification relevant to the apprenticeship area

As an Apprentice Infrastructure Technician, your job includes:

Key Responsibilities

– To work, under instruction and supervision, as part of a team to deliver a quality service
– Deal with Council employees and customers in order to gain a good understanding customer care
– Use equipment (under instruction and supervision) appropriate to the role in a safe manner
– Undertake a range of tasks that support the work of the team
– Develop communication and presentation skills appropriate to the requirement of the post

Key Accountabilities

– Work efficiently and effectively and develop the ability to manage their own time and workload
– Ensure corporate policies and procedures are adhered to
– Access and attend learning that is linked to the apprenticeship standard and that helps to develop the skills, knowledge and experience relevant to the role
– Develop the ability and confidence to make work based decisions in line with the post

Role Specific Responsibilities

– Under supervision, provide the first point of contact service (telephony, online and remote assistance) for all customer incidents, requests for service and requests for change.
– Receives and documents all customer calls, analyses customer needs, assigning all calls as appropriate, resolving all first line support calls that are assigned to the post holder, tracking of all calls, and closure of all calls.
– Implementation and administration of secure and appropriate user access to ICT systems in accordance with agreed policies, procedures and pro-cesses.
– Provide advice, guidance, solutions and support to users on systems, products and services. To assist users to make more effective use of end user devices, products and services making initial diagnosis of issues and advising known solutions where applicable.
– Provision of an effective interface with the customer for all logged calls through to call closure.
– Provision of remote assistance services to customers.
– Assists customers with having issues resolved quickly and works to agreed service level targets for all service desk responsibilities.
– Operation and updating of the knowledge base.
– Work and liaise with other operations teams and the wider technical community in order to diagnose and fix service affecting issues
– Ensures all work is carried out and documented in accordance with required standards, methods and procedures and that defined management procedures are adhered to.
– Assists with the delivery of all installations and upgrades as requested.

Role Specific Accountabilities

– To the Service Support Supervisors for the resolution of Incidents and Service Requests to agreed SLA`s.

Role Specific Dimensions

– The post holder will be expected to ensure that requests for support are properly logged, assigned and responded to in a timely manner and ac-cording to agreed standards and procedures. Ensures users and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise service disruption. This typically involves processing, across 3 Service Desks, in excess of 250,000 calls (and in excess of 1,000,000 transaction per annum.
– Deliver to internal customers or other public sector organisations and partners.
– Representing ICT and ensuring credibility with a wide range of stakeholders across all Directorates in NCC, Partner Organisations, other Local Authorities and external suppliers.
– Required to work flexibly to cover Service hours Mon-Fri 8am – 5pm.

What experience and skills do I need?

You don`t need loads of professional experience in IT. However, you`ll need at least five GCSEs (or equivalent) at Grade C or above including Maths, English and IT / Science.

We`re looking for an IT-enthusiast with:

– Good standard of general education to GCE A-level or equivalent or can demonstrate relevant recent experience.
– Good literacy and numeracy skills
– Good skills in using various IT
– Has a good working knowledge of key ICT systems such as MS Office and email software
– Works well with colleagues but also able to work on own initiative
– Good time keeping
– Puts into practice the Council`s commitment to good customer care
– Shares the Council`s commitment to providing a safe environment for customers and staff
– Treats everyone with respect and consideration
– Experience of organising own workload to meet priorities
– Experience of presenting information
– Experience of using a range of IT packages including word processing and spreadsheets
– Experience of working as part of a team
– Experience of using a range of good communication skills

Your Accelerated training programme:

Firebrand offers a unique Advanced Level 3 IT Apprenticeship scheme. We provide the fastest award-winning IT training and certifications with on-going support – all with the ultimate goal of securing a long-term IT career.
During your 13 month programme, Firebrand provides residential training at our distraction-free training centre. Our accelerated training means you'll achieve certifications with partners like CompTIA, ITIL and Microsoft faster, giving you more time to put your new skills into practice within a professional working environment. You'll also be recognised by the British Computer Society (BCS) for entry onto the register of IT Technicians, confirming SFIA level 3 professional competence.

Future career prospects

By working hard and demonstrating your ability, drive and commitment throughout your 13 month apprenticeship scheme, upon completion there is opportunity for further development in a Level 4 apprenticeship

How to Apply

Click Here To Apply

Job Categories: IT. Job Tags: IT. Salaries: £14430/annum. Location: Nottingham.

Job expires in 19 days.

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