IT Support Apprentice

Hours of Work: Monday-Friday (35 hrs per week)

Reports To: Group Head of ICT Infrastructure

Job Purpose:

To provide ICT Helpdesk support, handle user requests and troubleshoot ICT issues for Window Systems division users. Work closely with all areas of the business to support daily operations.

Promote and develop use of the ICT systems to generate efficiency improvements.

Key Accountabilities:

To provide 1st line support to all requests logged through the ICT Helpdesk system, as detailed below:

• PC hardware and Desktop operating systems
• Desktop software applications
• Peripherals, such as, printers, telephones, etc.
• Mobile device support
• New equipment ordering and installation
• Phone System administration and support
• Promote cyber security awareness when dealing with requests
• Management of ICT Storage room and consumables inventory levels
• Asset management via the ICT Helpdesk system, to include software monitoring.
• Escalation to 3rd party support and ensuring the request is resolved within agreed service levels.
• Operate within a safe, healthy and environmentally responsible manner.
• Creation of any documentation required to support the ICT change control process and internal procedures.
• Ensuring that all areas of the ICT department are presented in a professional and organised manner.
• Any additional tasks/projects, as requested by the Senior ICT Engineers and the ICT leadership team.

Key Experiences and Skills Required:

• Microsoft 365 applications
• Windows 11 OS
• General PC Support
• Basic PC hardware and peripheral repairs
• Capable of clear and accurate communication, both written and verbal.

Desirables Skills, Qualifications and Experience Required:

• Five GCSEs at level 4 or above, including English Language, Maths and a Science or Technology subject.

Personal Attributes:

• Action orientated – Able to deal with problems in appropriate time frames
• Driven by results – Decisive, confident addressing problems and opportunities, challenging activities to improve performance, demonstrate willingness to challenge accepted methods and standards
• Effective communication – Clear concise written and spoken, ability at all levels, customer, supplier and internal
• High Standards – demonstrating a motivation to improve standards and thereby making a real difference, challenging inadequate solutions
• Integrity and trust – demonstrating a sense of commitment to openness, honesty, loyalty and high standards in undertaking the role
• People management – demonstrating commitment to working and engaging constructively with internal and external stakeholders