IT Helpdesk Apprentice
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Company: Institute of Chartered Accountants for England and Wales (ICAEW)
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Location: Milton Keynes, MK9 2FZ
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Type: Apprenticeship
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Salary:
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Sector: Computing
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Ref: VAC-11906
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Application Deadline Date: 25/08/2019
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Start Date: 09/09/2019
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Positions Available: 1
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Working Week: Monday to Friday 35 hours, 7 hour shifts between 8am and 6pm
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)
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)
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)
Future Prospects
Full Analyst role on the Helpdesk team, progression into either Infrastructure or Application Development
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