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Job description

About us

UCL is a world-leading teaching and research university, often ranked in the top ten in the world with an annual turnover of well over £1 billion. Part of UCL’s vision is to take on the hardest global challenges. The Information Services Division (ISD) is the primary provider of IT services to UCL. We support and enhance learning, teaching, research and administrative processes by providing information- and technology related services to over 50,000 staff and students of UCL and associated institutions. Our ambition is to be the leading IT services group in the HE sector and we are growing our team’s capability in experience/UX, agile development, security, cloud, service management and partnering. We are modernising our technology foundations, digitising the processes of the university to transform experience for students and staff, and partnering across the university to drive differentiation in UCL education and research. Within ISD, this post is in the ISD Apprenticeship Team, part of 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. In addition, IT Service and Operations provides an End-to-end Service Management capability, ensuring UCL's IT services are relevant, responsive and resilient.

ICT Apprentice

UNIVERSITY COLLEGE LONDON

The main purpose of the role is to develop your ICT skills and experience. You will be assigned to various teams across the Information Services Division (ISD), such as on the Service Desk, within Network Services and Client Platform Services and many other ISD teams. You will get the opportunity to complete 3-6 placements.

Apprenticeship summary

Annual wage

£23,453

Working week

Monday to Friday / 9am to 5:30pm (Can be hybrid with 3 days in the office)

Total hours per week: 37.5 hours a week

Expected duration

18 Months

Apprenticeship level

Advanced
Level 3 (A level)

What will the apprentice be doing?

The below are example duties and responsibilities dependent on the rotations within each programme:

• Support Operations and Administration

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 business 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 methodology or the agile methodology, using technical expertise and best practice.

IT Support, Networking Systems Management

• Work as part of a team delivering UCL’s primary customer support service to resolve incidents and queries from students and staff.
• To provide support for computer desktops, mobile devices, audio visual & multimedia equipment, printers, and other equipment used by academic staff, administrative staff and students.
• To develop the skills to support and develop the university’s core IT systems – networking, telephony, and other technologies.
• Use industry standard tools and techniques to support these activities – Jira, Miro, RemedyForce, ITIL.

Messaging and Collaboration

• 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. This will include gathering requirements, design, testing and implementation.
• Opportunity for scripting using PowerShell if desired.

System Design Methodology and Customer Interaction

• 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.

Information Security

• 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.

What training will the apprentice take and what qualification will the apprentice get at the end?

Business Knowledge and Training

• To attend the offsite training and successfully complete the exams/projects required to complete the apprenticeship.
• To meet regularly with their 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 post holder.
• Develop training materials, presentations, screen shots, manuals etc.
• ICT (Information Communications Technician) Level 3 Apprenticeship Standard.
• Your training will include gaining A Level 3 ICT qualifications.

What is the expected career progression after this apprenticeship?

• Tech and digital professionals in London earn an average salary of £52,500 per year, so this Apprenticeship could be the start of a very promising and profitable career.

Requirements and prospects

Desired skills and personal qualities

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Analytical skills
• Team working
• Initiative
• Passion for ICT
• Knowledge in Office 365
• Built/dismantled a PC

Qualifications

• GCSE or equivalent English (Grade 4/C - 9/A*) essential
• GCSE or equivalent Maths (Grade 4/C - 9/A*) essential
• A Level or equivalent Computer Science (Grade A* - C / Distinction - Pass) desirable
• BTEC or equivalent ICT (Grade A* - C / Distinction - Pass) desirable

Job Types: Full-time, Apprenticeship

Salary: £23,453.00 per year

Benefits:

• Company pension

Schedule:

• Monday to Friday

Ability to commute/relocate:

• London, WC1E 6BT: reliably commute or plan to relocate before starting work (required)

Application question(s):

• This apprenticeship is starting in September - are you looking to start an apprenticeship in September?
• What sparked your interest in ICT?
• Do you live in the borough of Camden?

Education:

• GCSE or equivalent (required)

Work Location: In person

Expected start date: 04/09/2023