Apprentice Digital Support Technician

Please note that this is an apprenticeship position and therefore anyone with more than six months professional experience working similar IT / tech role will not be eligible.

You will also need to commit to completing a Level 3 Digital Support Technician Apprenticeship.

The role:

You will work as an Apprentice IT Support Officer and will be required to complete a 18-month training programme delivered by Digital Native that will cover all aspects of the role and will be delivered through frequent remote sessions with lots of distance learning activities in between sessions. Day release will be required for the End Point Assessment, gateway preparation and assessment activities. 

Under the guidance of the IT Service Delivery Manager, you'll learn to provide excellent support, with a focus on manning the IT Service Desk – the main point of contact for users seeking IT assistance. Your role will involve effective communication, streamlined processes, and documentation to optimise the Department's IT resources.

Responsibilities:

Customer Service and Support:

• Learning the ropes of managing our service desk on a day-to-day basis, collaborating closely with your colleagues to swiftly assess, handle, and route user requests and incidents within the IT Team. Escalating issues as necessary.
• Assisting in the creation and upkeep of user-friendly documentation for both end-users and IT colleagues, ensuring they can make the most of our IT services.
• Gaining experience in implementing University policies regarding data protection and responsible computer use.
• Ensuring all inquiries are addressed professionally, promptly, and appropriately.
• Maintaining a pleasant, helpful, and professional attitude when interacting with customers.
• Learning the ropes of assessing and assigning incident tickets within our service desk software system.

IT Support

• Gain experience in offering initial user support, which includes handling IT hardware, software, telephone, Audio-Visual support, computer and printer management, and user accounts. This will predominantly be in a Microsoft Windows environment.
• Learn and grow in your ability to handle a case load of service incidents and standard change requests, ensuring that all requests are managed accurately and that the quality of service remains at its best.
• Develop the skills to install and support commercial software packages and peripherals when needed.

Other

• Your working hours will be flexible and adjusted as needed to fulfil the responsibilities of your role, which may include scheduling and participating in tasks outside of regular working hours.

Hazard-specific / Safety-critical duties

This job includes the following hazard-specific or safety-critical duties which will require successful pre-employment health screening through our Occupational Health Department before the successful candidate will be allowed to start work:

• Regular manual handling

Selection criteria

Essential

• A proven interest in tech, understanding how it works and troubleshooting and problem solving issues
• Exhibit effective communication skills, both in verbal interactions and written correspondence, whether in person, over the phone, or via email.
• Demonstrate a readiness to acquire the skills taught during the apprenticeship, which could be showcased through relevant work experience, qualifications, or references.
• Have practical experience with Microsoft Office applications, including Word and Excel.

Desirable

• Experience of Apple products and/or Linux operating systems

• 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
• Non judgemental
• Patience

• 4 GCSEs (or equivalent) inc Maths and English GCSE, grade 9-4 or A-C (Essential)