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IT Service Desk Technician Level 3 Apprenticeship

Employer
QA Ltd
Location
CT1 3NG, Canterbury
Salary
£8325 per annum
Closing date
2 Jan 2022

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Specialism
IT
Sector
Technology
Role Type
Apprenticeship, Advanced
Start Date
Immediate
Duration
12-18 months
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Employer description:

This team provides high-quality equipment installation, technical support and advisory services for EKHUFT staff. They proactively manage incidents and requests, accepting ownership, evaluating, resolving and enabling the rapid resolution of a broad range of issues. This will include the testing and implementing of new and replacement hardware and appropriate software and the resolving of malfunctions. They look to achieve high standards of customer service and delivery of maximum business benefits. 

Job overview:

This apprenticeship offers a unique opportunity to learn a wide range of IT-related skills.

The applicant will deal with a wide range of IT equipment including PCs, Laptops, Servers, Networking equipment and Tablets.

You will build towards a specialisation based on your skills and aims.

Primary duties include:

  • Replacing, fixing, and maintaining equipment, such as PCs, laptops, iPads, iPhones
  • Assisting with system upgrades and setting up new devices 
  • Testing systems prior to dispatch
  • Resolving faults and explaining to the user the work that has been carried out 

The successful applicant will work alongside 1st and 2nd line support staff to assist our hospital staff and work on hardware including the following:

  • Desktops
  • Laptops
  • Tablets
  • VMWare
  • Microsoft operating systems
  • CISCO
  • Networking
  • Remote working
  • Development

The role is diverse and fast-paced and offers a lot of learning, leading to opportunities to specialise. 

Working closely with the field-based team, the Apprentice will: 

  • Undertake the installation of new and replacement desktop hardware and associated software, using standard installation instructions and diagnostic tools within established procedures and quality systems.
  • Support with the integration, conversion and configuration of equipment, in order to assist with the rollout of new technology and systems throughout the Trust.
  • Evaluate, test and monitor desktop hardware performance, report details of equipment installed and removed
  • Maintain and reconcile equipment and user databases, ensuring that all change management procedures are followed
  • Undertake directory and system administration for all end-user devices including workstations, printers, tablets, smartphones and peripherals
  • Provide high-quality customer service and technical advisory service to desktop users, resolve problems, maintain continuity of service and provide appropriate information and guidance, in order to achieve a high level of customer satisfaction and help ensure that the level of service and support matches or exceeds user expectations.
  • Assist with the auditing of desktop equipment and maintenance of the hardware records, maintain details of equipment installed and removed, evaluate equipment for decommissioning, identify or remove equipment as appropriate
  • Develop and maintain effective working relationships with suppliers, contractors and internal customers regarding the ordering, delivery and repair of equipment, resolve queries and provide for new and replacement equipment as necessary, in order to ensure that work stations and associated hardware is appropriate, compatible and meets the needs of the customer. 

Required qualities, skills and experiences:

  • The IT Incident and Service Apprentice will have a general understanding of IT Operations, Service Desk and Incident Management and the handling of customer issues
  • The post holder will have a basic grasp of the principles of working within ITIL service support processes and practices and the application of quality and performance standards to all aspects of 1stand 2nd line technical support duties and systems
  • The IT Incident and Service Apprentice will have a general understanding of IT Operations, Service Desk and Incident Management and the handling of customer issues
  • The post holder will have a basic grasp of the principles of working within ITIL service support processes and practices and the application of quality and performance standards to all aspects of 1stand 2nd line technical support duties and systems

Knowledge:

  • The IT Service and Incident Apprentice will possess some technical appreciation and understanding to diagnose a broad range of faults to hardware and carry out repairs such as replacing fans, hard drives, motherboards and printers. He/she must have the knowledge and ability to install equipment and achieve appropriate configuration in a way that ensures they operate within their planned specification.
  • He/she will possess some knowledge of IT applications and service processes and must have the ability to install and maintain hardware systems in a way that ensures they operate within their planned specification and are safe to use by those authorised to work with them.
  • Some knowledge of IT infrastructure; hardware, databases, operating systems, local area networks etc.
  • The post holder will possess a basic knowledge of common IT applications and service processes should have the potential to understand, instruct and follow technical support procedures.
  • He/she must be familiar with basic desktop and mobile data technology and be familiar with the use of office automation or productivity packages such as MS Office and email clients.

Entry requirements:

You need to have 5 GCSE’s:

  • Maths and English (or equivalents) at grades D or above
  • 3x GCSE’s grade A-C in any other subject

You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. Find out more here.

https://www.enic.org.uk/Qualifications/UKQRS/Default.aspx

Working week:

5 days per week,
Monday – Friday,
9am-5:30pm,
37.5hrs per week [all details will be confirmed with the employer]

Salary:

You will be paid £161.25 per week whilst in your apprenticeship.

Benefits of the role:

This is an ideal opportunity to earn several industry-recognised qualifications and kick start your career in IT.

Future prospects:

On completion of the Apprenticeship, the individual could secure a full-time position as a first or second line engineer.

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.

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