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DATE ADDED: Thu 25/04/2019

IT Support Services Apprentice In London SW18

London, UK


JOB TYPE: FullTime

Employer description: This role is employed under the Shared Staffing Arrangement between Richmond and Wandsworth Councils. The overall purpose of the Shared Staffing Arrangement is to provide the highest quality of service at the lowest attainable cost. We want someone who is Hobbyist, someone that self teaches and builds their understanding in their chosen subject Thrives in a hands on environment Able to work well as part of a team as well as on their own Can give examples of their strengths and knowledge Self-starter Able to follow instructions and complete tasks Job Details: Vacancy Description: The London Boroughs of Richmond and Wandsworth are currently looking for IT service Apprenticeships to join their team in London. The purpose of the role is to work as part of a team to provide a central point of contact for staff and other stakeholders needing contact with IT. As a team, you’ll help provide a professional and competent IT support service, owning and resolving calls as appropriate, and managing calls where they need to be passed to colleagues in other areas of Corporate IT or the organisation. Duties and Responsibilities: (duties will be at a junior level, but will include): Receive, analyse and record any incidents or requests in line with established systems and procedures, ensuring that all customers are dealt with in a speedy, effective, efficient and courteous manner keeping them informed of progress Liaise with customers or other third parties to ensure an accurate record of a fault or request is obtained, and that this information is recorded within the relevant incident record on IT’s service management software Troubleshoot incidents, escalating any that cannot be resolved within laid down timescales Log and allocate IT related requests that should be passed onto other sections, and deal with those that need to be progressed at the Service Desk or Deskside Support Take ownership of all calls logged by you, or allocated to you, and ensure these are followed up and escalated in line with procedures and SLAs Be familiar with systems, processes and reports used within your section, and where necessary provide training and assistance on these Make sure all information relating to calls is complete and accurate, that notes relating to individual incidents or requests are kept up to date so that colleagues and the customer are kept fully informed Identify commonly reported incidents or reoccurring customer questions and document them as articles or “how to” guides for publication on the SSA intranet Provide quality, responsive and consistent resolutions to IT incidents and requests Progress assigned IT related requests for new hardware and/or software, or changes (such as equipment moves) Carry out general administrative duties to assist in the provision of an effective and efficient service as required by your post Carry out any other duties, commensurate with the post, as determined from time to time by the IT Deskside Co-ordinator or IT Service Desk Manager Desirable Skills: Customer focused, articulate, excellent telephone manner and confidence in dealing with people at all levels and from diverse backgrounds. A pro-active approach to client support and an aptitude to work cooperatively with colleagues in different teams and across different sites. Ability to absorb complex technical information and communicate effectively at all levels to both technical and non-technical audiences. Articulate & methodical approach to problem solving. Excellent interpersonal skills, both verbal and written. Self-motivation with commitment, drive and enthusiasm. A general understanding of Safeguarding and its relevance to IT A "can do” outlook with the ability to work on own initiative or as part of a team. Broad knowledge of IT topics/good all-round IT literacy Personal Qualities: The values and behavioursthe council seek from theirstaff draw on the high standards of the two boroughs, and we prize these qualities in particular: Taking responsibility and being accountable for achieving the best possible outcomes – a ‘can do’ attitude to work Continuously seeking better value for money and improved outcomes at lower cost Focussing on residents and service users, and ensuring they receive the highest standards of service provision. Taking a team approach that values collaboration and partnership working Desired experience: Understanding of PC / peripheral configuration and maintenance (desktop/laptop/blackberry/printer etc.) Experience of both working MS Office products 2010 onwards. Desired Qualifications: A-level in Tech based subject A - C grade in IT at GCSE level C grade in Maths and English Important Information: 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.
Role: IT Support Services Apprentice in London SW18
Job Type: FullTime
Location: London, UK, UK

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