Apprentice IT Operations Assistant

Summary

To support the business-critical Vista system processes and connected systems through handling of incoming and management of related queries and help requests from end users, either via email, phone, self-service portal or walk-in.

Wage

£18,000 a year

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Depending on performance and achievement of milestones there is a £500 increment rise every six months of the apprenticeship

Training course

Information communications technician (level 3)

Hours

The role is office-based for a few weeks and then follows a shift pattern. Core Hours (can vary) 07:00 - 15:00 Home Based. 09:00 - 17:00 Home Based. 12:00 - 19:00 Office Based. Out of Hours Support on rota 19:00 - 23:00 Home Based.

37 hours a week

Start date

Monday 14 July 2025

Duration

1 year 6 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

Responsibility for dealing with requests for support and service from the customer base across multiple locations, ensuring they are dealt with and resolved in an effective and timely manner.
Supporting others in the event of scripting or program issues.
Putting measures in place to prevent issues re-occuring which will include the creation and maintenance of operational scripts.
Testing any critical changes before go-live to minimise risk to the integrity of reports, data produced and where / who that information is passed to.
Providing training support to both IT and non-IT colleagues where necessary and sharing any specialist knowledge with other analysts.
Communicating with your manager and colleagues, ensuring they are aware of any issues.
Offer support and backfill the team as necessary (e.g. during holidays/periods of absence/projects).
Assist with the documentation development at appropriate levels for the target audience (user, other Technical Analyst or other colleagues).

Where you'll work

Cromwell Place Hampshire International Business Park
Lime Tree Way
Basingstoke
Hampshire
RG24 8YJ

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

BASINGSTOKE ITEC LIMITED

Your training course

Information communications technician (level 3)

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What you'll learn

Course contents

Interpret and prioritise internal or external customer's requirements in line with organisation's policy
Apply the appropriate tools and techniques to undertake fault finding and rectification
apply Continuous Professional Development to support necessary business output and technical developments
Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
Manage and prioritise the allocated workload effectively making best use of time and resources
Complete documentation relevant to the task and escalate where appropriate
Install or undertake basic software upgrades,either physically or remotely
Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
Provide remote/F2F support to resolve customer requirements
Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
Identify and scope the best solution informed by the system data associated with the task
Test and evaluate the system's performance and compliance with customer requirements.
Escalate non routine problems in line with procedures
Use basic scripting to execute the relevant tasks for example PowerShell, Linux
Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
Apply the necessary security, in line with access and/or encryption requirements
Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
Test and evaluate network environments
Monitor performance and usage of a network
Deploy applications on a network
Set up storage and data access for staff
Apply necessary security measures, in line with access requirements to a network
Carry out routine maintenance across network systems, ensuring organisational compliance
Monitor network-related workloads including DNS and firewalls
Install or undertake basic upgrades, either physically or remotely
Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
Interpret and prioritise internal or external customer's requirements in line with organisation's policy
Apply the appropriate tools and techniques to undertake fault finding and rectification
apply Continuous Professional Development to support necessary business output and technical developments
Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
Manage and prioritise the allocated workload effectively making best use of time and resources
Complete documentation relevant to the task and escalate where appropriate
Install or undertake basic software upgrades,either physically or remotely
Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
Provide remote/F2F support to resolve customer requirements
Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Your training plan

Training will be delivered largely by remote training sessions and onsite with the employer.
Training frequency is adapted to meet the needs of the apprentice.

Requirements

Essential qualifications

GCSE in:

English (grade 4)
Maths (grade 4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Analytical skills
Logical
Team working
Non judgemental
Patience

Other requirements

The employers location is not easy to get to by public transport.

About this company

Macmillan Publishers is a leading publishing company and home to some of the world’s most cherished authors and creators. Our imprints publish a wide range of genres and formats for every kind of reader — from adult fiction and nonfiction to many inspired children’s books. Our list features bestselling, award-winning literary talent, including the Nobel Prize, the Man Booker Prize, the Pulitzer Prize, the National Book Award, the Newbery Medal, and the Caldecott Medal.

After this apprenticeship

The Apprentice will have the opportunity to develop and potentially complete a higher-level Apprenticeship.

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