The Digital Support and Delivery Apprentice will play a crucial role in ensuring the smooth operation of IT service support within Wigan Council. You will support the IT function with troubleshooting problems, following up on queries in a timely manner, responding to contact from end users, and updating and maintaining documentation within specified service level agreements. As an apprentice, you will work closely across IT support and delivery teams to provide first class support to internal users and external clients to achieve departmental objectives in line with our business vision and the Councils Progress with Unity ambitions. We are passionate about developing our people and our community. You will provide programme and project support and will work with service areas across the Council to ensure they gain maximum benefit from existing or new technologies. You will be responsible for the effective coordination of the work of the team, its staff and partners including all processes aligned with this work. You will consult and engage with key stakeholders as appropriate to ensure effective delivery of services and promote and demonstrate behaviours consistent with the councils core values. This apprenticeship program is an exciting opportunity, it will give you hands-on experience in IT service management, customer support, and continuous process improvement.
In the next 12 months, you will: ? Assist in delivering IT services accordingly to service level agreements (SLAs), encouraging accessibility and reaching quality targets. ? Respond to service interruptions, incidents, and requests. Troubleshoot technical issues, escalate when necessary, and contribute to the resolution process from start to finish. ? Provide first-line ICT support, collaborating with our users and clients, our stakeholders, and your colleagues to ensure timely and effective service delivery. ? Maintain accurate records of incidents, service requests, and resolutions. ? Gain an understanding of the processes, Wigan Council policy and procedures, and best practices in use. ? Learn how to provide first-line support to users, assess and address queries, learn about technical issues, and how to maintain a positive customer experience.
Desired Skills & Knowledge ? Have a passion for digital and the ability to embrace new technologies. ? GCSEs A-C/4-9 in Maths and English (or equivalent) is desirable ? Ability to work towards the Information and Communications Technician Level 3 qualification. ? GCSE A-C/4-9 and/or college studies in ICT is desirable. ? The ability to work accurately and follow instructions. ? To be enthusiastic and committed to providing excellent customer care. ? The ability to use own initiative, planning work, managing your own time and meeting deadlines. ? The ability to adapt to changes and work flexibly as part of a team.. ? To be keen to develop a wide range
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