Programme duration 18 months Programme name Level 3 - ICT With over 15 years of experience, at Citytalk we passionately believe in our fundamental rules of service. These are the bases of our business ethics and are carried through each department. These core values have enabled us to become a trusted provider for thousands of companies throughout the UK. Job description This 1st Line Technical Support Analyst will play a valuable role within the business by providing technical support to a large customer base via Phone and Email. In addition to supporting our customers, the support team is actively involved in the selection, evaluation and technical ownership of cutting edge new products & technology. Salary: £19,500pa Monday to Friday Office Based General Day to Day Providing first-line IT support to staff via phone, email, and in person Troubleshooting hardware and software issues Setting up new computers, laptops, and user accounts Installing and updating software and operating systems Maintaining IT equipment and asset records Assisting with basic network and security tasks Escalating complex issues to senior IT staff when required As an Apprentice you will be completing a Level 3 Information Communication Technician Apprenticeship Standard The Information Communications Technician makes their contribution through the application of infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components. An Information Communications Technician (ICT) provides support to internal and/or external customers, by using tools or systems to problem solve and trouble-shoot routine and non-routine problems. This occupation supports clients/customers with their systems. They achieve this through monitoring and maintaining the systems and/or platforms to maximise productivity and user experience. There are 3 pathways within this Apprenticeship which include: A Support Technician A Network Technician A Digital Communications Technician Future Prospects We are a growing company with ambitious plans and that’s why we want you on our team! Investing in you is vital to growing our business; we offer fantastic career development and training opportunities. Skills required Proficiency in MS Word, Excel Accurate numeracy, written and data entry skills. An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written. Qualifications required GCSEs or equivalent at grade C/4 or above in maths, English and IT Personal qualities A passion for IT and technology A detailed-oriented individual, who can estimate and prioritize effectively, to meet deadlines, organised, coordinated and pro-active. A real team player who collaborates with all members of the team and business, one who is willing to listen, as well as share knowledge, help understanding and develop ideas across the team. Above all to actively contribute to ensuring an efficient and cohesive team effort. Customer service focused with an excellent telephone manner. The ability to remain calm and composed when dealing with a difficult customer to establish confidence whilst an issue is resolved. An analytical and methodical problem solver. Be adaptable to change in processes. Things to consider This vacancy may close early if sufficient applications are received and you may be invited to an interview before the closing date. Please ensure you apply early to avoid disappointment. Application instructions To continue please click apply to fill in a brief application form. Once applied your details will go through an initial screening process to ascertain suitability. If suitable you will be called by an Apprenticeship Recruitment Advisor to discuss the vacancy further and to check your eligibility for an apprenticeship. If you are eligible/suitable your details will then be passed on to the employer .