Coronavirus (COVID-19): to find out how we can support you with your apprenticeship including if you have been affected by redundancy, read our updated information.

Helpdesk Technician Apprentice REALTIME IT SOLUTIONS LTD

Ideal opportunity for someone who has an enthusiasm towards IT, enjoys speaking with people and problem solving. A friendly, positive, and encouraging environment. A great opportunity for a beginner. You will be the first level of support to any requests that come in from our clients.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 01 Jan 2023

Apprenticeship summary

  • Annual wage

    £10,004.80

    Wages explained

    Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

    Minimum Wage Rates

  • Working week

    Monday to Friday, working hours TBC

    Total hours per week: 40

  • Expected duration

    17 Months

  • Possible start date

    15 Jan 2023

  • Date posted

    09 Nov 2022

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC1000105578

  • Positions

    1 available

What will the apprentice be doing?

The Level 1 Helpdesk Technician handles the first level support requests that come in from our clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly, and the Client is informed of what to expect every step of the way, also escalating issues to other members in Service Delivery Team.

RESPONSIBILITIES & TASKS CUSTOMER SERVICE:

  • Providing a first point of contact for customers through our helpdesk, be that via phone, email or chat
  • Delight our Clients with a Friendly, Quick and Helpful Experience
  • Provide the Client with basic remote troubleshooting

USE OF OUR TICKETING SYSTEM:

  • Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
  • Managing and recording all work though our Ticketing System
  • Make sure that Client Documentation is well maintained
  • Split tickets that have several issues into their own individual ticket
  • Make sure that tickets aren’t “stale” throughout the process

USE OF OUR MONITORING & MANAGEMENT TOOL:

  • Review RMM dashboard and apply remediation actions as indicated by our Processes
  • Review regularly scheduled/automated actions as indicated by our Processes

PROJECT WORK:

  • From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Level 1 Technician may be required to help with project delivery

COMMUNICATION, REPORTING & RISK:

  • Escalate tickets that require Senior Helpdesk Engineer support
  • Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
  • Submit Timesheets & Expense reports as indicated on their Standard Operating Procedures (SOPs)
  • Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

TEAM WORK:

  • Follow the schedule provided by the Service Delivery Manager or Service Coordinator/Dispatcher
  • Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
  • Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
  • Identify opportunities for improvement and make constructive suggestions for change
  • Contribute to the process of innovative change effectively
  • Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO

What training will the apprentice take and what qualification will the apprentice get at the end?

CORE MODULES:

The apprenticeship contains the following three core key modules which seek to develop the knowledge, skills and behaviours required to be a successful Information Communications Technician.

The final module is a Pathway module to provide specialist career track skills and knowledge depending on which track was chosen at the outset from the 3 options available.

  • Computer Fundamentals & Security - Gain an understanding of the core concepts in computing including hardware, software, security and troubleshooting.
  • Introduction to Networking & Cloud Services - An introduction to the fundamental cloud concepts of networking and cloud computing, including networking modules, devices and protocols
  • Communication in Support - Support in IT requires good communications skills. Develop your communications skills by exploring the best practices of support

What is the expected career progression after this apprenticeship?

For someone looking to start their career in IT, the Line 1 Helpdesk Technician naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO or Service Delivery Manager.


Requirements and prospects

Desired skills and personal qualities

Administrative skills, IT skills, Logical, New Skill, Patience

Qualifications

GCSE or equivalent Maths (Grade 4) Desired
GCSE or equivalent English (Grade 4) Desired

About the employer

The Level 1 Helpdesk Technician handles the first level support requests that come in from our clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly, and the Client is informed of what to expect every step of the way, also escalating issues to other members in Service Delivery Team.

Employer

REALTIME IT SOLUTIONS LTD

Address

RS House

121 Waterside Road

Hamilton Business Park

LE5 1TL

You must have JavaScript enabled to view a map of the location


Training

Training provider

THE IT SKILLS MANAGEMENT COMPANY LIMITED

Apprenticeship standard

Information communications technician

Level 3 (A level)


Employer's Application Instructions

Please click on the link below to apply

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 01 Jan 2023