Annual wage £12,480.00 Wages explained Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week). Minimum Wage Rates Working week Mon-Fri, 8am-4pm (This role will require the person to work a shift pattern, these will be based on 8 hour days covering 07:00 through to 20:00 Monday to Friday (likely to be 8am-4pm, there may also be a requirement to cover some weekends) Total hours per week: 37.5 Expected duration 15 Months Possible start date 06 May 2024 Date posted 19 Apr 2024 Apprenticeship level Advanced Level 3 (A level) Reference number VAC1000246039 Positions 1 available What you will do in your working day In this varied role, you will provide first line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. You will learn: Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries Receiving, logging and managing calls from internal staff via telephone and email 1st line support - troubleshooting of IT related problems from in-house software to hardware, such as Mobile Devices, Laptops, PCs and Printers Troubleshoot basic network issues such as ADSL broadband issues Escalate unresolved calls to the infrastructure support team Log all calls in the Service Desk Incident Management Software Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner To maintain a high degree of customer service for all support queries and adhere to all service management principles Publishing support documentation to assist staff with requests for information & provide staff training if required Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc. Person Specification Excellent communication skills and telephone manner. Excellent organisational skills Some knowledge of Microsoft based operating systems You will be a self-motivated achiever who gains satisfaction from providing excellent customer service DBS Security Check required The training you will be getting Information Communications Technician Level 3 Delivery of training to be confirmed What to expect at the end of your apprenticeship Ongoing personal development & training is at the core of the business’s ethos and personal development is encouraged. You will have access to an online training portal and there is the opportunity for exciting progression opportunities following the apprenticeship for the right candidate. Requirements and prospects Desired skills and personal qualities Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Analytical skills, Logical, Team working, Initiative, Patience Qualifications GCSE or equivalent English (Grade 4/C Or above) Essential GCSE or equivalent Maths (Grade 4/C Or above) Essential