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Digital Services Technician Apprentice Cirencester College

Are you an energetic individual with excellent customer service skills, a passion for technology and the drive to help grow and support our busy team based in Cirencester? If so, this could be the perfect opportunity for you!

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Closing date: 19 Dec 2021

Apprenticeship summary

  • Annual wage

    £10,582.00 - £16,085.00

  • Working week

    Monday to Thursday, 8:30am - 4:30pm Friday, 8:30am - 4:00pm 30 minutes for lunch each day

    Total hours per week: 37.00

  • Expected duration

    18 months

  • Possible start date

    04 Jan 2022

  • Date posted

    06 Aug 2021

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC001748641

  • Positions

    1 available

You will train to be the main point of contact for IT service enquiries from college students and staff:

  • Respond to customer enquiries in person, by phone, email and collaborative technologies such as MS Teams.
  • Handle all enquiries professionally and efficiently, maintaining a high degree of customer service
  • Proactively offer customer support for the digital office technologies employed by the college and its staff
  • Ensure IT processes are followed at all times in a timely manner, including working within network and data transfer and security policies

You will maintain the helpdesk ‘ticket’ system:

  • Ensure all tickets are logged, prioritised and communicated to relevant member of the team.
  • Ensure all tickets are resolved within the Service Level Agreement, escalating to the relevant team member/ IT Team Leader when required.
  • Provide first-line ticket triage
  • Administer IT systems ensuring departmental and college protocols are employed.
  • Manage hardware stock levels, keeping an accurate log of location and status of loaned equipment
  • Reporting on customer service performance when necessary

Train to provide first line technical support:

  • Provide first line technical support for college hardware
  • Provide first line technical support for college applications
  • Maintain user security on all systems

Contribute to College IT Services project work:

  • Assist with tasks as required, in order to meet the teaching requirements of the College
  • Assist with patching/updates and upgrades to IT infrastructure

Provide first-class customer focused service:

  • Play an active role in the staff new starters and leavers processes in conjunction with HR and other departments
  • Ensure accuracy in work and communications

Requirements and prospects

Desired skills

  • Excellent customer service skills
  • Excellent communication skills (both written and verbal); the ability to explain technical issues to non-technical customers
  • Experience of using Windows and iOS environments
  • Awareness of cloud-based environments

Personal qualities

  • Reliable and enthusiastic
  • Proactive attitude to work
  • A willingness to learn new skills
  • Ability to work as part of a team as well as independently

Desired qualifications

Essential:

  • GCSE English & maths, grade 9-4/A-C (or equivalent qualifications)

Desirable:

  • A-Level/BTEC Level 3 in an IT/Computer based subject (or equivalent qualification)

Future prospects

The IT department is a growing team and, after successful completion of the apprenticeship, there may be opportunities to progress. The College also advertises its wider vacancies on the staff intranet and is supportive of internal staff progression. We have several recent apprentices who have chosen to stay with the College and applied for permanent roles.

Things to consider

This role is largely office based but requires the post holder to support staff and students around the college site. The role includes project work with the team and there may be a requirement to work different hours i.e. evenings and weekends, to ensure projects reach timely completion.

Cirencester College reserves the right to close this vacancy before the stated deadline once sufficient applications have been received.

The Apprenticeship National Minimum Wage guide (ANMW): https://www.gov.uk/national-minimum-wage-rates


About the employer

Cirencester College is a sixth form centre for 16-19-year olds offering A-levels and T-levels, level 2 qualifications and apprenticeships. It also has a growing number of adult students, largely attending evening classes. The College employs approx. 350 staff, covering teaching and support functions, and has more than 2500 students.

Employer

Cirencester College

Address

Fosse Way Campus

Stroud Road

Cirencester

GL7 1XA

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Training

Training provider

CIRENCESTER COLLEGE

Applications for this apprenticeship are being processed by Cirencester College

Contact

Cirencester College 01285626259 apprenticeships@cirencester.ac.uk

Each apprentice will be allocated a Coach to support ongoing learning and preparation for EPA. In addition Progress Reviews will take place regularly to ensure the apprentice is on track.

End Point Assessment

The three EPA assessment methods are:

  • 2 multiple choice Knowledge Tests
  • A Portfolio of Evidence or ‘Showcase’
  • A Case Study, Presentation and Interview

Link to Professional Registration

Those completing the Digital Support Technician apprenticeship will be recognised for entry onto the BCS, the CIIT or Register of IT Technicians confirming SFIA Level 3 professional competence.

Apprenticeship standard

Digital support technician

Level 3 (A level)


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