About The Role
GRAHAM ACADEMY –APPRENTICE IT SERVICE DESK TECHNICIAN
Benefits: Car Allowance; Subsidised Private Medical Cover; Life Assurance Scheme; Living away from home allowance (where appropriate), Contributory Pension, 35 Days annual leave (Including Public Holidays)
The key objective of this role is to assist the IT Services Manager in managing the IT assets & Resolving Service Requests across the GRAHAM group. Main activities include:
1. Provision of IT assets for new users according to agreed service levels
2. To build, fix, Cyber Secure and maintain a stock of available IT assets ensuring that they are fit for purpose
3. Manage the recovery of IT assets from employee departures, site shutdowns and scheduled replacements
4. Deliver work requests in accordance to agreed service level agreements
KEY ACCOUNTABILITIES
1) Employee IT asset management - 75%
5. Carry out all the onboarding tasks, and meet targets for new user’s requests
6. Ensure that relevant leaver tasks are co-ordinated and completed within agreed timescales
7. Carry out IT equipment replacements for end users including pc, laptop, mobiles, Ipads, tablets ensuring all asset management details are kept up-to-date in accordance with Patch cycles
8. Maintain and report on stock levels ensuring that sufficient stock is available
9. Assist in the preparation and setup of site equipment including 4/5g router units, meraki’s wireless solutions, Cato security devices and firewalls
10. Ensure the safe disposal of IT Assets in accordance with GRAHAM policy · Adopt a cypher security 1st approach.
2) Project support - 10%
11. Participate and contribute to technical projects where the requirement is impacting on the delivery of new, replacement, or returned IT equipment
12. Windows 11 migration / replacement devices
13. Mobile Phone Upgrades
14. MDM – Microsoft Intune
15. Printer facilities
16. Site equipment changes/upgrades
3) Administration & Documentation - 15%
17. Ensure a high level of accuracy in maintaining all asset documentation including Active Directory data and Certero asset lists
18. Manage all onboarding, replacement, fix and leaver requests to ensure that each job is properly documented and updated on a daily basis
19. Liaise with 3rd party partners to ensure that break/fix work is completed in a timely fashion
20. Develop skills and knowledge to provide consistently high level of service
This job description is intended to give the post holder an appreciation of the role envisaged for the Apprentice IT Service Desk Technician and the range of duties to be undertaken. It does not attempt to detail every activity. Specific tasks and objectives will be agreed with the post holder at regular intervals.
About You
Technical Competencies
Essential
21. Working towards a recognised IT qualification or relevant business experience.
22. Good understanding of Microsoft technologies including the build and development of Microsoft Windows 11 OS
23. Experience of asset management system or similar ITAM system would be beneficial
24. Understanding of networking essentials
25. Experience of IOS and Android mobile platform
26. Understanding of Cypher Security risks and trends
27. Willingness to provide support outside normal working hours when required, to minimise business disruption and downtime.
Core Competencies Required
28. Teamwork
29. Focus
30. Gets Results
31. Initiative
32. Communication
33. Eye for Detail
34. Customer Service
35. Collaboration
36. Accountability
If you have any questions please contact a member of our HR team on .