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Digital Applications Technician Apprentice – UCL – London WC1H 9BT £27,586p/a – 36.5hrs/w
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About the Role
The apprentice will be working in the IT Service and Operations department, which manages the infrastructure and data platforms which underpin UCL’s central IT services, including data centres, cloud compute and storage platforms, networks, telephony, communications and collaboration and enterprise applications.
What You'll Do at Work
- Undertake a series of 3-6 month placements within UCL, being assigned to various teams across ISD.
- Review the statement of work and ensure the deliverables are clear and precise, liaising with the requestor if more information is needed.
- Examine and analyse the available business process and requirements documentation that relates to the proposed development and ensure it is adequate to deliver the statement of work.
- Contribute to and amend requirements either in the context of the waterfall or agile methodology, using technical expertise and best practice.
- Work as part of a team delivering UCL’s primary customer support service to resolve incidents and queries from students and staff.
- Provide support for desktops, mobile devices, audio, visual, multimedia equipment, printers, and other equipment used by staff and students.
- Develop the skills to support and develop the university’s core IT systems.
- Use industry standard tools and techniques to support these activities.
- Provide second and third line support and fulfil service requests relevant to UCL’s Office 365 applications and infrastructure.
- Create and review customer and operational documentation relating to the service.
- Deliver service improvement features for UCL’s Messaging & Collaboration service if desired including gathering requirements, design, testing and implementation.
- Opportunity for scripting using PowerShell if desired.
- Work as part of a team understand network topology, VOIP and other systems and technologies within UCL.
- Develop an understanding of infrastructure technology and client tools to provide effect support and cover as determined by the team lead/manager.
- Liaise with customers to investigate and correct issues, receive and act upon feedback, discuss requirements, and report progress.
- Answering tickets on information security related enquiries and routing more complex requests to more experienced team members.
- Involvement in security improvement work including writing guidance and installing network equipment.
- Attend training and successfully complete the exams/projects required to complete the apprenticeship.
- Meet regularly with the Technical Skills Coach and ISD Apprenticeship line manager to review progress.
- As duties and responsibilities change, the job description will be reviewed and amended in consultation with the apprentice.
- Develop training materials, presentations, screen shots, manuals etc.
Essential Skills
- Keen interest in software development and techniques.
- Demonstrate interest in IT with prior course work or hobbies with relevant examples.
- Work effectively as a member of a team.
- Work independently and use own initiative where appropriate and to know when to refer decisions upwards using sound judgement.
- Computer literate with knowledge of Microsoft Office suite of applications and the Windows operating system.
- Excellent planning, organisation and prioritisation skills, ability to plan and prioritise own workload in order to deliver results.
- Excellent verbal and written communication skills with the ability to draft correspondence clearly and succinctly.
- Excellent interpersonal skills, confident, professional and supportive working style.
- Meticulous degree of accuracy and attention to detail with a logical approach to tackling complex tasks.
- Perform duties in a timely and punctual way, follow instructions in order to carry out tasks and clear on how to prioritise your own work.
- Knowledge of GDPR and Data Protection Laws desirable.
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Where You'll Work
Bidborough House
38-50 Bidborough Street
London
WC1H 9BT
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training Provider: TECHNICAL PROFESSIONALS LIMITED
Training Course: Digital support technician (level 3)
Understanding apprenticeship levels (opens in new tab)
What You'll Learn
Course Contents
- Use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
- Use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
- Apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
- Provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols.
- Operate digital information systems, for example Management- Finance Human Resources Bespoke departmental or organisational systems or databases.
- Communicate effectively through a variety of different channels using terminology appropriate to the audience.
- Use digital resources to extend own knowledge and skills relevant to their role.
- Risk assess the organisational impact of decisions that they take.
- Use digital systems to identify productivity and performance improvements.
- Use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
- Maintain system security in line with organisational policies.
- Support digital operations or digital change and transformation activities.
- Investigate application problems and enable resolution to maintain productivity and improve quality of service.
- Coach and guide stakeholders to develop their applications skills to use digital systems effectively.
- Monitor data to analyse systems use and provide insights to recommend use or applications developments.
- Support customers in the use of information, products and services through digital channels.
- Diagnose technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
- Maintain end-user systems physically or remotely. For example: software, hardware or operating systems.
- Provide and direct end-users to tools and resources to help them to resolve their digital problems.
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Training Schedule
During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Digital Support Technician standard.
The training covers the following core occupational duties: https://www.instituteforapprenticeships.org/apprenticeship-standards/digital-support-technician-v1-1
Essential Qualifications
- GCSE in:
- English (grade 4/C)
- Maths (grade 4/C)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Presentation skills
- Administrative skills
- Number skills
- Analytical skills
- Logical
- Team working
- Initiative
- Non judgemental
- Patience
Other Requirements
It is a requirement to have seven GCSE 9-4 grades or equivalent (including English and Maths) to apply for this type of apprenticeship. If you do not have these grades but have completed numeracy and literacy Key Skills/Functional Skills at level two you may also apply for these apprenticeships.
You must meet the following eligibility criteria to apply for the role:
- Have been a UK/EEA resident for the last 3 years.
- Hold valid residency status.
- Have the right to work in the UK.
About This Employer
Two centuries ago, our founders had a vision: to open higher education to all. Today, we are a world top-ten university in the heart of London, with a thriving community from over 150 countries.
https://www.ucl.ac.uk/ (opens in new tab)
After This Apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Upon completion, the apprentice will have a Level 3 Digital Support Technician qualification.
Ask a Question
The contact for this apprenticeship is:
TECHNICAL PROFESSIONALS LIMITED
The reference code for this apprenticeship is VAC2000053294.
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