IT Service Desk Apprentice - Advanced (Level 3)

Chase De Vere Independent Financial Advisers Limited (Employer)

QA Apprenticeships (Training Provider)

Annual wage £13,000.00
40.0 hours per week 9am – 5pm; Monday – Friday - including release hours for apprenticeship study TBC.
18 months (duration)
17 May 2021(start date)
Infrastructure technician (apprenticeship standard)
Digital (route)
6 May 2021 (application closing date)
Register interest

Job Description

This is a junior role in the IT department.  The role involves dealing with initial queries and incidents logged via a central Service Desk logging tool. Incidents are dealt with or escalated as necessary ensuring that all they are resolved within SLA and first response is not violated. The apprenticeship will last approximately 18 months.

Responsibilities

The role holder reports into the Service Desk Manager, who then reports into the Director of IT.

The apprentice will also be working alongside the Service Desk and Technical Support Teams, gaining knowledge on how to effectively diagnose and resolve incidents reported into IT.

Primary responsibilities:

  • To provide technical support to all Chase de Vere staff, reported by telephone, or as a ticket in the service desk, while developing IT knowledge to further a career into an IT technician
  • To carry out IT administrative tasks including user account administration, hardware and software

Key dimensions:

  • To support the Service Desk technicians and assisting the IT department as required
  • To support circa 570 UK based staff. Around 16 regional offices, including c.60 contractually home-based staff

Key accountabilities:

  • To deal with telephone & email queries from end users and resolve issues within a reasonable timescale, working within the SLA’s
  • Repair or replace broken, lost & faulty IT equipment
  • Supporting the asset management procedures, ensuring equipment is tracked and recalled in a timely manner
  • Maintain the Service Desk knowledgebase
  • Complete the apprenticeship exams and portfolio modules

Challenges:

  • Managing the expectations of end users
  • Working to tight timescales
  • Support a broad range of departments & services
  • Learning the technical side of the role whilst onsite and in the training centre

Future Prospects

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.

Reality Check

Important Information:

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.

Skills Required

  • Communication, interpersonal & organisational skills are essential
  • Have a logical way of thinking and solving problems, in a team environment or whilst working independently
  • Albe to work well in a team, and independently

Qualities Required

  • To have a keen interest in IT

Qualifications Required

  • 5 GCSE’s, grades A*-C/9-4 or equivalent (including English Language and Maths)
  • Ideally have done IT at A Level / BTEC or equivalent

Training Provided

  • 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.

Register interest

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