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1st Line Service Desk Apprentice (Hanley Economic Building Society)

Employer
Estio Training
Location
ST1 5TB, Stoke-on-Trent
Salary
£12,000 - £14,000 Per Annum
Closing date
5 Jan 2024

View more

Specialism
IT
Sector
Technology
Role Type
Apprenticeship
Start Date
Immediate
Duration
18-24 months

Job Details

Level 3 Information Communication Technician

Weekly Hours Worked: 40 hours per week

About the company:

Founded in 1854, The Staffordshire Potteries Economic Permanent Benefit Building Society, was our original title. It was in 1930 when the name was shortened to Hanley Economic Building Society, and we proudly celebrated our 160th anniversary on 21st October 2014.

Our belief in customer choice is at the heart of our business and we demonstrate that by providing our own mortgage and savings products, alongside financial advice through our subsidiary company Hanley Financial Services Ltd. We pride ourselves on offering the customer face to face tailored advice through our Branch and Advice Centres.

Brief job description:

Estio Training have an exciting new opportunity for a 1st Line Service Desk Apprentice with Hanley Economic Building Society a financial services company based in Stoke-on-Trent.

Job Description:

Providing day-to-day administrative support to the Society’s IT Team. Providing excellent customer service and operational support.  

Your duties and responsibilities in this role will consist of:

  • Serve as the 1st point of contact for all internal IT issues logged via the Self-Service Portal and Telephone support queues.
  • Provide continuous administrative support between 8:00 – 17:00 hours, escalating tickets to 2nd and 3rd Line support and or to 3rd Parties as required.
  • Responsible daily for monitoring and answering Tickets, Emails and Phone calls logged to the Service Desk remotely or in person.
  • Ensuring tickets are actioned within agreed SLAs and are escalated to 2nd and 3rd line support for more complex issues.
  • Perform daily checks and escalate alerts or issues picked up by the society’s monitoring system.
  • Perform password resets.
  • Liaise and support the Financial Systems support team ensuring tickets logged contain the relevant information before logging with the 3rd party.
  • Ensure tickets relating to the Financial System are updated and escalated where appropriate using the 3rd party’s ticket tracking solution as well as chasing users.
  • Help to document and build out an IT knowledge base.
  • Ensure Hardware and Software assets are recorded, and relevant audits are completed each year.
  • Support the IT team with any other administrative task that may be allocated by the IT Service Delivery Manager from time to time and that is commensurate with the grading of the post including one-off projects as they arise.
  • Ensure adherence to the Society’s Cyber Security Policy.
  • Represent the IT team and the Society at working parties and in meetings as required.
  • Support colleagues in busy periods to ensure the best service to our customers.
  • Ensure that staff and members’ data is secure, accurate and used correctly in line with the Society GDPR policy and standards.  Adhere to the Society Financial Crime Policy, the controls and report any internal or external incidents of actual or suspected fraud, money laundering or financial crime, either in accordance with the internal money laundering process (Suspicious Activities Report) or via the Society’s Whistleblowing Policy.  Complete and pass an annual dedicated financial crime and bribery prevention computer-based training test.
  • Liaise and support the Financial Systems support team ensuring tickets logged contain the relevant information before logging with the 3rd party.
  • Ensure tickets relating to the Financial System are updated and escalated where appropriate using the 3rd party’s ticket tracking solution as well as chasing users.
  • Help to document and build out an IT knowledge base.
  • Ensure Hardware and Software assets are recorded, and relevant audits are completed each year.
  • Support the IT team with any other administrative task that may be allocated by the IT Service Delivery Manager from time to time and that is commensurate with the grading of the post including one-off projects as they arise.
  • Ensure adherence to the Society’s Cyber Security Policy.
  • Represent the IT team and the Society at working parties and in meetings as required.
  • Support colleagues in busy periods to ensure the best service to our customers.
  • Ensure that staff and members’ data is secure, accurate and used correctly in line with the Society GDPR policy and standards. Adhere to the Society Financial Crime Policy, the controls and report any internal or external incidents of actual or suspected fraud, money laundering or financial crime, either in accordance with the internal money laundering process (Suspicious Activities Report) or via the Society’s Whistleblowing Policy.  Complete and pass an annual.

Qualifications:

5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Skills Required:

  • Basic IT skills and understanding.
  • Demonstrable communication skills.
  • Working on own initiative.

Personal qualities:

  • No previous experience or IT knowledge is required as training and will be provided for the role.
  • Analytical and problem-solving skills.
  • Communication skills oral and written.
  • Customer Service delivery.

Future prospects:

The role offers a permanent role upon completion of the apprenticeship depending on performance.

Training to be provided:

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage. Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components. Prioritise systems support tasks and monitor and maintaining system performance Maintain regulatory, legal and professional standards. Support the information systems needs for your business.

Company

We are an IT and Digital apprenticeship provider, specialising in bringing high quality training to digital apprenticeships across England. We offer level 3 and 4 apprenticeships in IT, Software Development, Software Testing, Cyber Security, Data Analysis, Digital Marketing and Business Analysis.

We bring people together: we partner with employers to create digital apprenticeship opportunities, and work hard to find the talent to fill these roles.
We bring new skills to the nation: our trainers have all worked within the industry, so they’re the best people to transfer the skills you need.

We help you start your dream career: our digital apprenticeships provide you with the skills and qualifications, as well as the experience, you’ll need to kickstart your career in an industry you love

Company info
Telephone
01133 500 333
Location
Estio Training
Leeds House
2 New Lane
Leeds
LS11 5EB
GB

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