ICT Operations Apprentice (Rushcliffe Borough Council)
To assist the ICT Operations team and become familiar with a wide range of computer related functions and operations. Including, but not limited to assisting customers at the ICT Walk-Up Desk in a professional manner.
Role
1. Service Desk
- Assist the Operations team in meeting the defined SLA’s and where these are breached escalate appropriately
- Maintain and Update the ICT Asset Database, including accurate records on Joiners and Leavers
- Ensure calls are logged and updated on our Halo Service Desk tool
- Follow the ITIL framework to deal with user enquiries
- The building and decommissioning of laptops and android devices
- Fixing and replacing parts on RBC devices
1. Operations
- Learn and complete daily operations checks to ensure systems are working correctly
- Communicate regularly with the ICT Assistant Operations Manager regarding the current status of tickets and escalate any aging tickets
1. Manual Operations
- The installation of desks with Monitors, power Bricks and rj45 connectors
- Disposal of ICT equipment inline with policy, ensuring a WEE certification is obtained
- Cabling and moving larger items including MFD, Servers, Switches and Data cabinets are dealt with in an appropriate manner to protect against data loss
1. Customer Services
- Always establish and portray a professional image of the department with a ‘can do’attitude. Set expectations as appropriate for the resolution of issues whilst demonstrating the willingness to go the ‘extra mile’
Knowledge Base
- Assist with the creation and amendment of the necessary support documentation to ensure known errors and trouble shooting guidance is recorded, assisting colleagues in resolution of ICT issues and ensuring a foundation of appropriate technical knowledge ismaintained
6. Technical Projects
- Assist with carrying out technical project work, including the Annual Replacement Programme, ensuring targets are met and deliverables are to the requiredquality and standard
6. Administration
- Assist with purchasing of consumable ICT items ensuring specification is in line with standards laid down by ICT
- Assisting in taking notes and following up actions from the ICT management team
6. Training
- To actively participate in your own development plan which will be agreed with your line manager and the assessor from the training provider
- To achieve personal development targets, as agreed with your line manager
- To complete and undertake mandatory Rushcliffe Borough Council training
- Complete ITIL foundation course
- Complete CompTIA A+ training
6. Other Duties
- Carry out any other duties that are reasonably required and not exceeding the grading of the post
- Where applicable: duties may include attendance at evening meetings and/or work outside normal office hours
- User must have a driver’s licence and access to a car for work use
Training
We will provide a corporate induction which is a comprehensive induction to ensure the apprentice is aware of our policies and procedures, our Council structure, important systems, e-learning requirements, basic IT security, important information regarding payslips, booking annual leave, our rewards and benefits and our EAP information. We will also run through important health and safety important. The apprentice will also have a local induction with their line manager within the IT team so that they are aware of how the team operates and to ensure they can access any local systems within IT.
We will also require the apprentice to complete all the necessary mandatory training which includes the list below.
• GDPR 1,2 and 3
• Fire Awareness
• Display Screen equipment
• Sexual harrassment
• Safeguarding Children
• Safeguarding Adults
• Information Management Certification
• Cyber Crime
• Managing information
• Freedom of Information
• Information Classification
• Prevent Training
As a Council we like to support carer progression through training and development, the apprentice will have regular 121s and an annual performance development review (appraisal) with their line management to discuss any support or training they feel would be beneficial for their role and their development.
- At the end of the agreed apprenticeship we can not guarantee employment within the Council and the apprentice would need to apply for vacancies which become available
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- ESTIO TRAINING LIMITED
- Working Week
- Working hours will be fixed to 9am- 5 pm shifts Monday- Thursday, 9am- 4pm on Friday but flexible hours may be required. This role is primarily Office base, with Work From Home days for completion of coursework (4 days in the office 1 Day at home)
- Expected Duration
- 1 Year 6 Months
- Positions Available
- 1
- Closing Date
- Monday, 15th June 2026
- Start Date
- Monday, 6th July 2026
Desired Skills
- Organisation skills
- Problem solving skills
- Team working
- IT Literate
- Flexible, hard working
- Work on own initiative
- Able to follow instructions
- A professional approach
- Excellent communication skills
- Customer focused
Qualifications
- English and Maths GCSE, grade A*-C/9-4 or equivalent (Essential)