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ICT Support Technician Apprenticeship COLLEGE OF POLICING LIMITED

A 23 month Level 3 ICT Support Specialist apprenticeship at the College of Policing. With on the job training/supervision, you'll provide support and assistance to customers, be a referral point for complex/technical customer requests, support on site/remote customers whilst providing excellent customer service.

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

Apply now

Closing date: 07 Mar 2023

Apprenticeship summary

  • Annual wage

    £16,878.00

  • Working week

    Monday to Friday, 9am to 5pm - please contact recruiting manager for further information.

    Total hours per week: 37

  • Expected duration

    23 Months

  • Possible start date

    07 Jun 2023

  • Date posted

    12 Jan 2023

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC1000121689

  • Positions

    1 available

What will the apprentice be doing?

With the appropriate on the job training and supervision, the ICT Support Technician Apprenticeship will provide support and assistance to customers and will act as a referral point for dealing with more complex or technical customer requests.

The apprentice will work with the IT and AV technology to support on site and remote customers whilst upholding the standards and providing a high level of customer services.

Job description accountabilities include:

  • Providing a high level of customer services to our on-site customers assisting them with the setup and running of events, courses, and workshops. Working with the other team members to ensure that all the classroom and conference centre technology is in good working order. Understanding and adopting Continual Service Improvement and how this benefits the customers and the
    organisation
  • Providing a point of contact for customers to assist with new and ongoing faults and requests. Becoming a specialist in the services and products on offer so more in-depth fault finding and investigation can be carried out. Working with other teams when complex issues do occur that require escalation
  • Providing remote support to customers and colleagues with technical issues and / or planned works. Understanding the priorities of the different teams within the organisation so that the appropriate planning and prioritisation can take place to help minimise any impact
  • Working with colleagues and customers to investigate and resolve complicated situations, including managing customer expectations, investigating different options, and the provision of alternative solutions
  • Contributing to the maintenance of the inventories, asset register and configuration libraries supported by Information Services together with the logs of customer details, problems, and resolutions
  • Researching, developing and maintaining own subject matter knowledge to provide team members and customers with accurate, up-to-date advice and support. Demonstrating a commitment to keep abreast of all current software and
    hardware is use in the College to provide assistance to other technical departments and for the customers
  • Working in conjunction with the Print Unit to get an understanding of the customer and technical requirements for a large-scale printing operation. Working with customers to discuss and assess their needs and where possible make recommendations for digital media

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

This is a Level 3 ICT Support Technician Apprenticeship programme; we will work closely with our training provider to support the apprentice to achieve the knowledge, skills and behaviours required to be successful within this role.

The post will be based at our Ryton site, and the training provider will deliver workshops virtually.

What is the expected career progression after this apprenticeship?

The role of the ICT Support Technician is to be the professional point of contact for direct customer support, within a range of sectors and organisations. You will act as a referral point for dealing with complex and/or technical customer requests, complaints and queries.

Your role will include gathering and analysing data and customer information that will influence change and improvements in service; you will utilise both organisational and generic IT systems to carry out your role, with an awareness of other digital technologies.

This could be within many types of environment, including contact centres, retail, online chat, service industry or any customer service point.

Requirements and prospects

Desired skills and personal qualities

Problem solving skills, Strong desire to achieve, Remain calm under pressure

Qualifications

GCSE or equivalent Maths and English (Grade 9, 8, 7, 6, 5, 4) Essential

About the employer

About us: We’re the professional body for the police service in England and Wales. Working together with everyone in policing, we share the skills and knowledge officers and staff need to prevent crime and keep people safe. We set the standards in policing to build and preserve public trust and we help those in policing develop the expertise needed to meet the demands of today and prepare for the challenges of the future.

Employer

COLLEGE OF POLICING LIMITED

Address

Rugby Building Leamington Road

Ryton On Dunsmore

Coventry

CV8 3EN

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Training

Training provider

INTEC BUSINESS COLLEGES LIMITED

Apprenticeship standard

Information communications technician

Level 3 (A level)

Employer's Application Instructions

Please apply via the Civil Service Jobs website.

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

Apply now

Closing date: 07 Mar 2023