IT User Support Apprentice
As an IT User Support Apprentice, you will be part of a service desk dealing with varied requests and issues requiring technical support to resolve them. You will focus on resolution and customer service.
Role
- To record, track and prioritise incidents and service requests at the first point of contact.
- To resolve user requests in a timely manner to ensure achievement of the ICT service level agreement while customer-focused metrics remain at a high level of satisfaction.
- To keep the Knowledge Base updated with the latest updates to solutions, create articles based on new problems logged with the Service Desk and use other teams’ solutions to fix calls at the first point of contact.
- To manage multiple communication channels on a day-to-day basis.
- You will be supported to achieve your apprenticeship qualification.
- You will be encouraged to learn how to troubleshoot and administer bespoke systems at Bracknell Council.
Training
Your learning will be a combination of online classroom-based sessions, one-to-one support with a workplace coach and on-the-job learning and will last for 15 months. At the end of the programme, you will complete an end-point assessment and when this is successfully completed, you will gain your Information Communications Technician level 3 qualification.
Allows you to gain experience to move into specialised ICT roles.
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- ESTIO TRAINING LIMITED
- Working Week
- Monday to Friday on a rota basis covering the hours of 8am-6pm typically. Some out of hours work may be required.
- Expected Duration
- 1 Year 6 Months
- Positions Available
- 1
- Closing Date
- Wednesday, 9th July 2025
- Start Date
- Monday, 1st September 2025
Desired Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Analytical skills
- Logical
- Team working
- Patience
Qualifications
- 3 additional subjects GCSE, grade C/4 (Essential)
- English GCSE, grade C/4 (Essential)
- Maths GCSE, grade C/4 (Essential)
- ICT related BTEC, grade Pass (Desired)
About the Employer
Bracknell Forest Borough Council
Bracknell Forest Council is a small unitary authority. The Council provides services to the community such as the Libraries, road maintenance, waste and recycling, council tax but also schools and social care. We positively celebrate Diversity & Inclusion for all our employees and residents. As one of our employees, we want you to fulfil your potential, feel valued for your individuality and feel confident bringing your authentic self to work. At Bracknell Forest Council we are always looking for better ways of doing things. The people in our community are at the centre of all that we do. Our staff are vital for delivering innovative projects and you will be trusted to take ownership of your own work. You will have time to immerse yourself in the community and be supported by our managers and leaders to excel in your role. A career with us means having everything you need to build on your skills to build better relationships and communities.
- Company
- Bracknell Forest Borough Council
- Location
- Time Square, Market Street, Bracknell, England
- Employment Type
- Advanced Apprenticeship
- Salary
- £24,362 a year
- Posted
- Company
- Bracknell Forest Borough Council
- Location
- Time Square, Market Street, Bracknell, England
- Employment Type
- Advanced Apprenticeship
- Salary
- £24,362 a year
- Posted