Apprentice ICT Service Support Technician

About the apprenticeship

Duties

Duties include but are not limited to:
Working under supervision to resolve incidents and problems on desktop systems, whilst developing the skills and experience to work independently.
Providing advice to users at all levels on desktop systems under the guidance of senior colleagues (telephone, remote support or face to face).
Using Service Desk ticketing software to log and accurately record all client interaction.
Working with guidance / supervision to install and upgrade desktop systems to agreed standards.
Visiting client sites and assisting with the setup of new user hardware and user accounts across all platforms, along with the installation of relevant software.
Working with senior members of the team to assist with the roll-out of project related work, which could potentially be in the office outside of normal working hours.
Above all providing excellent customer service and ensuring customer focus at all times whilst you carry out your day to day duties.

Additional information

Note: The successful candidate will be required to learn the language of Welsh within 2 years of being appointed if he/she is not currently a Welsh speaker.

Requirements

Skills

• An understanding of Microsoft based systems with an emphasis on:

o Microsoft Windows 7/10 operating systems
o Microsoft Servers and networks
o Microsoft Office and other ICT-based services
o Desktop hardware
o Local networking protocols for both voice and data

• Awareness of legislation in respect of Information (FOI, GDPR, RIPA etc.)
• An understanding of PC hardware, component diagnosis and replacement
• Understand the importance of customer care
• Good communication skills and able to convey technical matters to non-technical personnel. Ability to deliver relevant training to service users as required
• Proficient user of technology and excellent computer literacy skills
• Ability to analyse problems quickly and effectively
• Ability to manage own workload whilst prioritising both scheduled and unscheduled tasks
• Ability to work individually using initiative or as part of a team
• Ability to work flexibly under pressure and respond as part of the team to major issues
• Physical / manual handling skills

Qualifications

The academic/professional/technical/vocational qualifications (including Level of qualifications) required for the post

4 GCSEs including Maths and Welsh or English at Grade C or above

Desirable Skills/Qualifications
Welsh Language Ability Spoken or Written
Experience of providing ICT support
An ‘A' Level' / ‘BTEC' or equivalent qualification in ICT
Driving License (or working towards)

Language

Welsh Spoken Skills: Yes Welsh Written Skills: Yes

Course details

Training provider:
Gower College Swansea

Training provider course:
Level 3 IT, Web and Telecoms

About the employer

Ceredigion County Council
Ceredigion County Council, Canolfan Rheidol, Rhodfa Padarn
Llanbadarn Fawr
Aberystwyth
Ceredigion
SY23 3UE

Disability confident

Yes, we are part of the Disability Confident Scheme from the UK Department for Work and Pensions.

Please note that all apprenticeships are open to everyone. However, some organisations have worked to achieve Disability Confident accreditation. You should always apply for the apprenticeship you feel best suited to.

Interview arrangements

TBC