Job Title : IT Helpdesk Apprentice
Employer : Institute of Chartered Accountants for England and Wales (ICAEW)
Location : Milton Keynes, Buckinghamshire, MK9 2FZ
Position Type : Apprenticeship
Sector : Computing
Vacancy Reference : VAC-11906
Brief Description : To demonstrate an ability to provide an exceptional level of 1st and 2nd line technical support to end users on various technical issues and problems relating to hardware, software and peripherals.
Qualifications Required : GCSE A to C in Maths and English. Ideally a qualification in IT (A Level or NVQ level)
Vacancy Detail : To demonstrate an ability to provide an exceptional level of 1st and 2nd line technical support to end users on various technical issues and problems relating to hardware, software and peripherals.
1.Ownership of customer IT problems and resolution of the problem for the customer in a timely and professional manner.
2.Maintain and apply a thorough, up-to-date understanding of the IT products, services and information required to provide relevant, accurate and reliable advice to customers.
3.Contribute to departmental and team understanding of customer needs and expectations with a view to supporting others in ensuring IT Department (ITD) continuously deliver our key projects to the highest standard of quality.
4.Understand the importance of the quality that the department needs to deliver for projects and customer expectations and contribute effectively in achieving a high standard.
5 Have a sound understanding of the required Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) expected of the Help desk.
6 To demonstrate how to carry out the daily Business as Usual (BAU) tasks required of the Help desk
7 Specific duties will vary from time to time in line with business needs
Positions Available : 1
Working Week : Monday to Friday 35 hours, 7 hour shifts between 8am and 6pm
Salary : £306.00 Per Week
Application Deadline Date : 25/08/2019
Possible Start Date : 09/09/2019
Personal Qualities : • Demonstrating organisational skills and the ability to multitask
• A polite, calm and clear telephone manner
• Demonstrate an ability to keep accurate records
• Demonstrate and ability to work under pressure when the helpdesk is busy
Skills Required : Demonstrating a knowledge of Microsoft Office suite
• Demonstrating an interest in system administration within a Windows environment
• Demonstrating a curiosity regarding PC’s, notebooks, tablets, printers, smartphones, telephony services, and methods to connect onto a corporate network (ie portal, vpn)
Future Prospects : Full Analyst role on the Helpdesk team, progression into either Infrastructure or Application Development
Training to be Provided : Infrastructure Technician – BCS – Level 3 Apprenticeship Standard. You will also study a range of topics including: Cabling and connectivity, Maintenance processes, Computer architecture, Numerical skills, Maintaining a secure network, Operating systems, Deploying and securely integrating mobile devices, Cloud and cloud services, Disaster recovery, Coding and logic, Business processes, Business IT skills, Communication, IT security, Remote infrastructure, Data, Problem solving, Workflow management, Health and safety, Performance, WEEE (Waste Electrical and Electronic Equipment Directive)
Other Information : Candidates must attend an initial interview with a member of the Bedford College Apprenticeship Recruitment Team and complete an online maths and English test which will be sent out prior to your initial interview if you meet the entry criteria. Please note this is part of the recruitment process and must be completed in order for your application to be progressed to the next stage
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