Buckinghamshire Council

IT Apprentice - Advanced (Level 3)

Buckinghamshire Council (Employer)

Buckinghamshire Council (Training Provider)

Annual wage £9,254.44 to £18,278.00
37.0 hours per week Monday to Friday 9am to 5pm
15 months (duration)
3 October 2022(start date)
Customer service specialist (apprenticeship standard)
29 August 2022 (application closing date)
Register interest

Job Description

Are you looking for a future career whilst achieving an apprenticeship qualification? Do you have a passion to learn and work in IT? If this is you we want to hear from you! Our IT Services Team provides IT solutions and support to over 4000 internal customers. You will learn on job and work to successfully resolve customer IT issues.

Responsibilities

What will the apprentice be doing?

As an advocate of Customer Service excellence, you will act as a referral point for dealing with complex or technical customer requests, issues, complaints, and queries.  Working alongside experienced IT professionals you will be mentored and trained in the use of various IT systems and software packages.  Your duties will include:

  • Diagnosing & resolving software, hardware and networking incidents
  • Learning how to use a range of IT support tools
  • providing excellent customer service when speaking to internal and external customers
  • Identify and recommend areas where improvements could be made within own role / team.
  • Receive and respond appropriately to queries and provide relevant and accurate advice / support in a timely manner within remit of role.

  • Accurately record, update and document requests using the appropriate IT service desk system and adhere to procedures. Check for accuracy and validity. Flag potential anomalies / issues.

What training will the apprentice take and what qualification will the apprentice get at the end?

You will gain experience in a large organisation, whilst studying towards your nationally recognised qualification - Customer Service  L3 Specialist qualification, with 20% time out of the workplace for study, training and assessments.  Your training will be a via a blended learning approach, with face to face visits in your wokplace, on-line group workshops on a monthly basis and hands on training within the workplace providing you with all you require to be successful. You will be given one day a week to complete your training. 

The training you will be completing as part of the Level 3 Customer Service apprenticeship standard includes: 

  • Knowing your customers            
  • Providing a positive customer experience
  • Meeting regulations and legislation        
  • Systems and resources
  • Working with your customers/customer insights
  • Dealing with customer conflict and challenge     

 

What is the expected career progression after this apprenticeship?

We cannot guarantee a permanent position following the completion of the apprenticeship, but we have an excellent track record of keeping our successful apprentices in the organisation. This apprenticeship is a great opportunity to gain a range of IT /Customer Service skills and gain experience of working for a large, and busy, IT service.

 

Skills Required

Communication skills, IT skills, Customer care skills, Problem solving skills, Analytical skills, Team working

Qualifications Required

GCSE or equivalent English and Maths (Grade Grade C /4 or above) Desired
Register interest

Related