IT Support Apprentice

The Apprentice Service Desk Analyst will join the Digital and Technology team to develop practical IT skills while supporting colleagues across Arts Council England. Working alongside experienced professionals, you will gain hands-on experience in delivering customer-focused IT support, resolving technical issues, and helping staff make the right decisions.

Main day to day responsibilities:

• With support from experienced colleagues, you will help provide a responsive and customer-focused IT support service to staff across the organisation
• Learn how to diagnose and resolve common IT incidents and service requests, escalating more complex issues when required
• Learn how to support users with hardware, software, mobile devices and Microsoft 365 applications
• Assist in setting up laptops, phones and equipment for new starters
• Use the IT Service Management system to accurately record, categorise and track support requests
• Support colleagues with basic troubleshooting and clear user guidance, communicating in accessible language and avoiding unnecessary technical jargon
• Help keep colleagues informed about the progress of their support requests and learn how service targets are managed
• Work with other Digital and Technology colleagues and external service providers to support the resolution of incidents and requests
• Learn how starters, leavers and organisational changes are reflected in system directories and group memberships, following the correct authorisation processes
• Look for opportunities to improve the user experience and share suggestions with the Service Desk Supervisor
• Participate in training, apprenticeship workshops and self-development activities
• Work towards achieving your apprenticeship qualification and agreed learning objectives
• You may be required to travel to other Arts Council England locations across England
• You will contribute to a positive working culture by taking a proactive approach to learning, responding to change, inclusive practice and environmental responsibility
• You will reflect the Nolan Principles of Public Life and Arts Council England's values, with a commitment to equality, diversity and inclusion

• Team Working
• Organisation Skills

• None required null, grade None required (Desired)