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Level 3 Information Communication Technician

Title: Helpdesk Apprentice
Company: Ison Harrison

Full Address: Duke House, 54 Wellington Street, Leeds, LS1 2EE

Weekly Hours Worked: 40hrs pw

Salary: Starting Salary £11,000 per annum

Please contact Ciara Glynn on [email protected] or call 01133 500 333

About the company:

Ison Harrison are a law firm with a commitment to client care, quality of service, and commerciality of advice. They are firmly within the top 20 of law firms in Yorkshire with a team of over 200 people and have gained a national reputation for quality.

Brief job description:

Estio Training have an exciting new opportunity for an IT Helpdesk Apprentice with Ison Harrison a Law Firm based in Leeds city centre.

Job Description:

You will be working in a dynamic Helpdesk role within an IT department that carries out most tasks in-house. This will involve working in various databases, and as such, an understanding of how they work is strongly desirable. The Helpdesk role is expected to allow you to progress to be an awesome IT all-rounder. We pride ourselves on our ability to resolve issues on first contact. The hope is that in time, users with a problem printing could rely on you to know about how to reposition a device for better efficiency, get toner and paper into a device, right through to how Word prints, driver installation and configuration. We haven’t even mentioned macros and utilities we develop in house. Mobile device enrolment, Telephony, cabling should all become second nature.

Your duties and responsibilities in this role will consist of:

• Being 1st line support for colleagues contacting Helpdesk.
• Inputting details on the call-logging software in accordance with IT procedures.
• Resolving or referring the calls raised by colleagues as appropriate.
• Maintaining, developing, regulating and over-seeing the operation of the firm’s Call Logging software.
• Instructing other users in use of the Call Logging software.
• Liaising with providers outside the firm where necessary.
• Preparing statistical reports of calls logged for the IT manager.
• Managing, organising and updating relevant data using other database applications.
• Contribute to maintaining a safe and healthy working environment.
• Contribute to maintaining and improving office procedures.
• Any other duties which are required by the firm.

Qualifications:

• 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths).

Skills Required:

• Excellent IT skills.
• Strong approach to prioritisation of tasks.
• Ability to perform under pressure.
• Ability to handle multiple conflicting requests.
• Strong interpersonal skills.
• Clear, concise and professional telephone manner.
• Literate and numerate.
• Ability to work extremely accurately in accordance with IT requirements and those of teams within the firm.
• Broad knowledge of databases.
• Windows Word, Excel and Outlook.
• Confidentiality and other ethical requirements.

Personal qualities:

• The thought of improving your IT skills and literacy should excite you.
• Excellent spoken English to resolve telephone enquiries.
• Flexible and ‘can do’ attitude.
• Satisfactory absence record or sound justification for high absenteeism.
• Able to promote the image of the firm.

Future prospects:

The role offers a permanent role upon completion of the apprenticeship depending on performance.

Training to be provided:

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

• Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
• Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
• Prioritise systems support tasks and monitor and maintaining system performance
• Maintain regulatory, legal and professional standards.
• Support the information systems needs for your business.