it support analyst Stoke-on-Trent, England
Job description
Job Title
Apprentice: IT Support
About Acorn Training
Since inception in 2008, Acorn Training has become a highly successful, skills, justice, employment and health provider with strong corporate values and inclusive ethos – winner of The World Skills UK Social Inclusion and Diversity Network of the Year award.
You will join us at our most exciting time, with strong plans to double the size of the business each year over the next five years, spearheading opportunities to get The United Kingdom back to work and improving the skills of the workforce; enabling strong and sustainable future careers for all.
Due to contract growth and expansion, we are looking for passionate, enthusiastic, and ambitious individuals that want to progress their career in training and assessment to the next level.
About the Role
As an integral part of our IT Helpdesk, you will provide comprehensive 1st and 2nd line support to staff, ensuring efficient resolution of IT issues and delivering exceptional service. Your core responsibilities will encompass a range of IT support tasks, including diagnosing and resolving hardware and software issues, maintaining accurate records of support requests, and installing/configuring software applications and operating systems. You will work closely with senior staff to undertake routine maintenance, troubleshoot network connectivity, and assist with the setup of user accounts and devices.
Collaboration and continuous improvement are key elements of this role. You will have the opportunity to work alongside our IT Support team, actively contributing to the identification and implementation of system and process enhancements. Additionally, you will help manage our hardware and software inventory, develop user-friendly documentation, and conduct training sessions to enhance IT skills and best practices for both staff and learners.
About You
The ideal candidate will possess strong problem-solving abilities, excellent communication skills, and a passion for delivering outstanding customer service. This role provides an ideal opportunity for individuals looking to kick-start their career in IT support and gain hands-on experience in a dynamic and supportive customer service environment.
The ideal candidate should have a minimum of five GCSEs, with a focus on English, Maths, and a Science or Technology subject. Previous experience using PCs and common desktop applications is preferred but not required, as on-the-job training will be provided. In addition, they should demonstrate strong problem-solving skills and the ability to analyse and troubleshoot technical issues. Excellent verbal and written communication skills are essential, along with a customer service-oriented mindset and a friendly, professional demeanour. The ability to work well within a team and collaborate effectively is crucial, as is strong organisational skills and attention to detail. A willingness to learn and develop new customer care and IT skills is highly valued in this role.
Due to the nature of our work, it’s essential you’re committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.
As an employer we are committed to Equality, Diversity and Inclusion and welcome applications from all sections of the community, regardless of an individuals’ sex, age, religion, race, marital status, disability status, sexual orientation, maternity, or care leaver status. We are committed to exploring opportunities for flexible working and ensuring the work-life balance and wellbeing of our workforce. Please note that any job offer is subject to pre-employment checks including a DBS check, online searches, and references from former employers, in line with guidance from the Department for Education.
Job Types: Full-time, Permanent
Salary: £12,000.00-£16,000.00 per year
Benefits:
- Additional leave
- Company pension
- Employee discount
- Health & wellbeing programme
- Store discount
Schedule:
- Monday to Friday
Education:
- GCSE or equivalent (preferred)
Work Location: In person
Reference ID: APP-ITS
