- Ensure all incidents and requests for the Academy are logged appropriately on the ICT Helpdesk System
- Ensure that incidents and requests for the Academy are prioritised accordingly and are documented within the ICT helpdesk system
- Maintain regular communications with the appropriate staff until incident resolution
- Monitor progress of all incidents and requests for updates or resolution as appropriate
- Escalate any incidents to the appropriate team as necessary and work with the Regional IT manager, Senior IT Technician, 3rd party support providers, and other stakeholders to resolution
- Identify, resolve and/or document workarounds for desktop related problems
- Image, deploy and manage desktops, Laptops and other end points devices such as printers and IWBs
- Provide high quality technical support and advice to the Academy
- Test and install new software, ensuring licensing compliance
- Set up and maintain user accounts, ensuring that new staff and students receive credentials in a timely fashion
- Maintain computer peripheral equipment such as scanners, printers, whiteboards, projectors, touchscreens and ensure that this hardware is tested and prepared for use when required
- Carry out scheduled maintenance check, which may include portable appliance testing (PAT) for ICT equipment
- Ensure inventories for ICT hardware and software are kept up to date
- Test and install patches & updates for the Academy’s MIS system
Potential full-time role at the end of the apprenticeship.
Holiday allowance is 25 days + bank holidays.
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.
- Ideal candidate will have some work experience within IT (approx. 3-months)
- Knowledge of interactive Whiteboards, touchscreens and associated software would be desirable
- Knowledge of cloud-based systems such as Office 365
- Good use of Microsoft packages
- Ability to interpret and analyse complex information
- High professional and personal standards in both work and conduct
- Good interpersonal skills, including the ability to work as a team member, but also having self-motivation when working independently
- Ability to convey technical problems to non-technical staff
- Confidence in dealing with all levels of stakeholders
- Strong in personal drive and willingness to get things done
- Good time management
- Openness to learning, change and personal development
- Resilience and motivation to manage day-to-day challenges
- Accepts accountability and takes personal responsibility for their own actions
- Commitment to further training and professional development
- High levels of discretion
You need to have 5 GCSE’s:
- Maths and English (or equivalents) at grades D/3 or above
- 3x GCSE’s (or equivalent) at grades A*-C 4 or above in any subject
You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship.
If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.
Find out more here.
- Level 3 Information communications technician Apprenticeship 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.