IT (Digital Support Technician) Apprentice

About the Role

This apprenticeship is a genuine career-launching opportunity, a recognised qualification, and the chance to grow with us. Earn while you learn, gain real experience and a qualification alongside a professional, supportive, IT team that helps keep vital services running across our organisation.

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

What you'll do at work

You'll support the delivery of reliable, secure and effective IT services while developing the skills needed for a successful career in IT:

• Providing first-line technical support to colleagues across the Trust
• Assisting with the setup, configuration and maintenance of computers, mobile devices, software and printers
• Supporting the IT helpdesk by logging, updating and resolving support tickets
• Learning how to diagnose and troubleshoot routine technical issues
• Supporting user account administration and system access requests
• Maintaining accurate IT records, documentation and asset information
• Following cyber security, data protection and information governance requirements
• Developing your knowledge of Microsoft 365, Windows devices and workplace technologies
• Applying the learning from your apprenticeship qualification in a real-world environment
• Working collaboratively with the IT team to deliver excellent customer service

Where you'll work

The Chocolate Quarter
Trajectus Way, Keynsham
Bristol
BS31 2GJ

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)

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.
• Diagnoses 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.
• 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.