To assist the ICT Service desk and become familiar with a wide range of computer related functions and operations such as to ensure that customers requesting assistance of the ICT Service Desk receive a first class, professional service.
To complete the Level 3 Infrastructure Technician Apprenticeship within the agreed timeframe.
Main duties & Responsibilities:
- Assist with the ICT Service Desk calls for the Operations Team to meet the defined SLA’s and where these are breached escalate appropriately.
- Maintenance and use of Service Desk ensuring all calls are logged with an understanding of priority and business impact, completing and communicating current status with members of the team of any call escalations.
- Assist with the investigation and resolution of 1st line support calls including call logging, diagnosis and resolution as appropriate for incident and problem calls as defined by ITIL standards
- Assist with operational duties carried out on a daily basis including server backup verification, any failures to be prioritised according to severity and action taken to minimise downtime.
- Ensuring any issues from the system environment checks are communicated effectively and remediated where possible.
- Communicate regularly with the ICT Service Support Manager regarding the current status of operations.
- Physical Security - Maintaining good order in Computer Suite and ICT working environments, ensuring all cabling is tidy and any equipment alerts or faults identified in the environment are evaluated and escalated appropriately. Ensuring checks are completed on physical safeguards (UPS, Gas Flooding, and Air Conditioning).
- Physical Security – Maintaining the physical access controls to ensure only authorised personnel have access to secure areas.
- Information Security – Equipment data-wiping ensuring disposals are dealt with in an appropriate manner to protect against data loss.
- Information Security - Proactive monitoring of the server environment to ensure issues are actioned promptly to avoid downtime.
- Information Security - Administer the password, user access and change control procedures ensuring appropriate documentation has been completed and sign off attained.
- Establish and portray a professional image of the department at all times with a ‘can do’ attitude and setting expectations as appropriate for the resolution of issues whilst demonstrating the willingness to go the ‘extra mile’.
- Create and amend necessary support documentation to ensure known errors and troubleshooting guidance is recorded, assisting colleagues in resolution of ICT issues and ensuring a foundation of appropriate technical knowledge is maintained.
- Assist with carrying out technical project work including the Annual Replacement Programme, ensuring targets are met and deliverables are to the required quality and standard.
- Assist with purchases of consumable ICT Items ensuring specification is in line with standards laid down by ICT.
- Maintenance of ICT inventories including Media Library, Software Assets, Hardware Assets, and Communications Lines etc.
- 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.
- Carry out any other duties that are reasonably required and not exceeding the grading of the post.
92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.
- Local government pension scheme
- Flexible working
- Free car parking
- Annual leave starts at 24 days per year
- Reduced membership to local leisure centre
- Discount platform
QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.
To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.
- An interest of working in an ICT environment.
- An interest in computer equipment and software and how to troubleshoot problems
Knowledge & skills:
- IT Literate (e.g. Word processing, databases, spreadsheets, Internet)
- Confident using computer equipment
- Physically capable of lifting reasonably heavy boxes and/or equipment after appropriate manual handling training.
- Must be able to use step ladders.
Special working conditions:
- Able to work out of office hours [if required]
- Experience of working to ITIL Framework processes.
- Working knowledge of computer equipment and software currently in use within corporate environment.
- Knowledge of Internet technology
- Knowledge of Local Authority procedures
- Full Driving Licence or working towards one as travelling will be required
- Flexible, hard working
- Ability to work on own initiative and able to follow management instructions
- A professional approach
- Excellent communication skills
- Customer focussed
- Ability to work as part of a team
- Possess an accurate and methodical approach
- Logical thought process
- Ability to demonstrate a high level of organisational skills
- Able to show enthusiasm for IT related issues
- At total of five GCSE’s to include maths & English at level 4-9 or C/4 or above
- Level 3 Infrastructure Technician Standard
- Functional Skills in maths and English if required
Approximately 11% of training takes place in the QA learning centre classroom. 9% is done in the workplace, through online training, face-to-face meetings with your QA Technical Skills Coach, or developing your portfolio. The remaining time will be spent on your workplace activity.