Technical Helpdesk Support Technician Apprentice EDUCATION & IT LIMITED

You will be expected to answer log support calls on our helpdesk. Tackle simple support issues or escalate the support to the appropriate team. Free on-site parking and good public transport links. Ethical company pension scheme. A career in IT. Working in a nurturing environment. Healthcare Cash Plan.

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Closing date: 23 Jun 2023

Apprenticeship summary

  • Annual wage

    £10,296.00

    Free on-site parking and good public transport links. Ethical company pension scheme. Healthcare Cash Plan.

    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 - Friday - shifts (flexible).

    Total hours per week: 37.5

  • Expected duration

    15 Months

  • Possible start date

    26 Jun 2023

  • Date posted

    03 Feb 2023

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC1000129559

  • Positions

    1 available

What will the apprentice be doing?

You will be expected to answer log support calls on our helpdesk. Tackle simple support issues or escalate the support to the appropriate team.

You will need to be technically minded and you must be comfortable communicating with individuals, groups, and management. Many of our clients are not completely comfortable with the use of technical jargon. An ability to explain yourself in lay terms is necessary.

You must have the ability to pick up skills and familiarise yourself with software quickly and stay abreast of the latest technologies.

  • Respond to requests for technical assistance in person, via phone, electronically
  • Diagnose and resolve technical hardware and software issues
  • Research questions using available information resources
  • Advise user on appropriate action
  • Follow standard help desk procedures
  • Log all help desk interactions
  • Administer help desk software
  • Redirect problems to correct resource
  • Identify and escalate situations requiring urgent attention
  • Track and route problems and requests and document resolutions
  • Prepare activity reports
  • Inform management of recurring problems
  • Stay current with system information, changes and update

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

Digital Support Technician Level 3.

Level 2 English and Maths Functional Skills (If applicable).

Training will take place at Protocol B3 2NH 1 day per month.

What is the expected career progression after this apprenticeship?

Progression route to a team leader.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Customer care skills, Problem solving skills, Presentation skills, Administrative skills, Logical, Initiative, Patience, Active listener, Good inter-personal skills, Sel-direct learning, Problem solving, Maintain focus

Qualifications

GCSE or equivalent English and Maths (Grade A*-C or 4-9) Essential

Things to consider

Ideally, you would already have some exposure to dealing with IT problems

About the employer

Here at EDIT Ltd (registered as Education & IT Ltd), we offer IT services that include IT support, cybersecurity, disaster recovery solutions, mailing and productivity solutions, and more. Our bespoke software solutions have produced Entrée Visitor and Contractor Management, which is directing the company into the exciting area of being a Software Solutions Provider. Add-ons to Entrée include incident management for health and safety compliance and resource booking, allowing the end-user to assign hot desks, parking spaces, keys, etc. We see ourselves as solutions providers to problems using technology. We aim to make the lives of clients easier and more efficient to allow them to focus on the things that are important to them. Our ambition is to grow the company with our existing products, the development of new products, and to chase tenders that solve unique problems.

Employer

EDUCATION & IT LIMITED

Address

Radio House

Aston Road North

Birmingham

B6 4DA

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Training

Training provider

TRANSWORLD PUBLICATIONS SERVICES LIMITED

Contact

Mel Judd

mjudd@protocolgroup.co.uk

01212362634

Apprenticeship standard

Digital support technician

Level 3 (A level)

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