Desktop Support Technician Apprenticeship

The desktop support technician apprenticeship role will be supporting all users of the college’s IT systems, through ensuring that the college’s equipment is well maintained, up-to-date and ready for teaching and business operation. Providing a proactive and customer service approach to supporting the college.

• Deliver an effective and customer focused help desk.: Acting as one of the first points of contact for the IT/digital support contact line, recording support requests in relevant systems and support of the end user with their query/issue (Escalating if necessary)
• Respond to support calls from end users to ensure a customer focused approach detailing with support calls: By phone, by email or support ticket, or in person
• Supporting end users remotely, as wells as physically on the college sites
• Assist with maintaining, managing, and updating all college hardware ensuring it remains in a serviceable and compliant condition
• Understand the general use, operationally and functionally of the Office and Office 365 suite to be able to support users to access and troubleshoot, including the following systems and packages: Exchange online, Microsoft Teams, OneDrive, SharePoint, Office suite (to include Word, Excel, PowerPoint and OneNote)
• Report/diagnose/record and resolve all college hardware and software faults
• Install software packages to run under college operating systems, in line with the college IT security policy
• Support the network team with testing of new software, hardware and computer images prior to cross-college roll out
• Install and test college purchased computer hardware (including Apple devices) and other peripheral devices
• Assist and support the scope and implementation of specific projects as requested by the line manager
• Maintaining the IT asset log of all equipment and undertake annual IT asset reviews and checks. Ensuring all assets entering the college are correctly recorded, amend records on any changes and support with recording of assets for disposal
• Assist with the checking and maintaining device records in Windows Active Directory and Intune MDM and using the systems to deploy software and apps
• Assist with the issuing of portable IT equipment to end users, following the college procedures
• Support with the facilitation of AR/VR sessions through the dedicated suite, but also with portable equipment on/off the college campus
• Support with the maintenance and preparation for AR/VR sessions through the dedicated suite, but also preparing portable equipment to be used across the campus and off site
• Assist college functions, such as open evenings, enrolment, awards evenings etc.
• To undertake any other such duties commensurate with the grade of the post as may be requested of you by your Line Manager at your initial place of work or at any other premises which the Corporation currently has or may subsequently acquire
• To know and abide by the health and safety rules within the College and be aware of good practice in the working environment

• Communication skills
• IT skills
• Attention to detail
• Customer care skills
• Problem solving skills
• Analytical skills
• Logical
• Team working

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