IT Support Apprentice

About the Role

You will work in a close-knit team within our corporate IT team. We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role. But during your initial training period the need to be in office with other team members will be essential.

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

What You'll Do

• Provide remote and face-to-face day-to-day 1st line support for both hardware and software including Microsoft, Google Android, Apple iOS and general hardware support (e.g. PC, Printer, Laptop)
• Providing assistance to resolve support issues or escalating the call within the relevant team
• Dealing with software issues e.g installation and upgrades
• Working on an IT Service Desk Platform to pick up, progress and action tickets coming into the 1st Line support queue
• Providing basic training over the phone for stakeholders when needed
• Assist with set up and resource deployment, including new user set up’s, maintenance and control of user accounts, emails, password resets, and logins including network and third-party systems
• Support Starters, Leavers & Movers within ESG
• Hardware builds
• Check in hardware & deliveries to Corporate IT
• Keep up to date notes on the work completed through the helpdesk

Where You'll Work

• Brisance House
• Euxton Lane
• Euxton
• Chorley
• Lancashire
• PR7 6AQ

Training

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

Training Provider

BALTIC TRAINING SERVICES LIMITED

Training Course

Digital support technician (level 3)

Understanding apprenticeship levels

What You'll Learn

• 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.