Cloud Support Apprentice

The Cloud Support Apprentice will join our Digital Workplace team to gain experience of working in a busy IT Service Desk whilst developing their customer service and Microsoft 365 support skills.

They will be expected to assist in the support of Reed Co-Members in their use of Digital Workplace tools and application to new ways of working. This includes facilitating the remediation of all incidents and fulfilment of all requests that come into IT Support Services, either through delivering technical activities and fixes, or through efficiently coordinating such activities across internal and external specialists.

A vital part of the role is ensuring that Service Desk tickets are tracked, updated and managed throughout, across all resolver groups, communicating effectively to all stakeholders relevant to each ticket. This role requires a broad technical capability, albeit without needing to be a subject matter expert in each service area, and coordination and communication skills are vital to the success of the role.

It is also expected that the Cloud Support Apprentice will effectively recognise skill gaps through engagement with Co-Member, pointing them towards self-service capabilities, training and adoption collateral and providing advice on improved ways of using the services where less efficient methods are identified.

Overview:

• Reporting into the Service Delivery Lead, Cloud Support Apprentice will be responsible for assisting with Co-Member support within Reed’s Digital Workplace.

• As well as developing Digital Workplace support skills, time will be allocated to allow the apprentice to work through their coursework, attend apprentice training sessions and take their exams.

• Reed’s Digital Workplace is built around an evergreen service model driven by continuous improvement. The Digital Workplace is not just about modernising technology, it’s about driving behavioural change that will enable Co-Members to adopt new tools and embrace smarter ways of working. The Digital Workplace aims to drive measurable performance increase across our Business.

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Initiative
• Positive attitude
• Motivated
• Passion for ICT
• Hardware and software
• Troubleshooting
• Office 365
• IT Support
• Excellent time management

• English GCSE, grade C/4 + (Essential)
• Maths GCSE, grade C/4 + (Essential)