IT Support Apprentice Stoke-on-Trent, England
Job description
About the employer:
The Trust was established in 2014 to bring together a group of like-minded schools that want to improve the standards of education across their communities.
The Trust aims to provide a cooperative and collaborative context in which our schools can grow, develop and improve. This work takes many forms but has a clear focus on high expectations, school improvement, and continuous professional development in order to ensure all pupils can fulfill their potential.
Brief overview of the role:
Trentham Academy increasingly relies on computer and communications systems in all areas of its operations and decision-making processes. It is therefore crucial to ensure the optimal performance and maintenance of systems. An Information Communication Technician (ICT) is critical to achieving this.
Working week:
0800-1600 Monday to Friday
Positions available:
1
The main purpose of an IT Support Assistant is to facilitate the needs of the organization in terms of IT Support Services at a specific set of sites. It will be this person’s responsibility to ensure the day-to-day running of IT Services is taken care of and that the needs of IT users are met.
This includes the service desk process of the site/s that the Assistant is responsible for. They will also need to keep an overview of other sites and assist other engineers in tackling their call queues, workloads, and projects.
Scope of the Job
- The IT Support Assistant will be responsible for overseeing the ticketing system ensuring a timely and high-quality Service Desk function which minimizes downtime for all users and provides the highest standards of customer service at all operational times
- Undertaking the repair and maintenance of all ICT equipment.
Duties & Key Responsibilities (Equate to 100%)
- To ensure all support calls from any source including email, online support portal, telephone and in-person are logged into the call queue.
- Calls are to be prioritized by the Assistant based on a framework set by the IT Management Team, and using initiative when these call priorities clash.
- Regular communication with all IT Support Team Members.
- Calls from the IT Support Assistant site/s queue are to be resolved in a timely and efficient manner.
- Determining whether external support is required, and then arranging for that when needed.
- All physical areas controlled by IT Support Services such as server rooms are to be kept tidy and free of clutter, to be overseen by the Engineer.
- Ensure that an IT equipment asset register is kept up to date regularly and that items being disposed of are removed from/ marked as destroyed on that register. (Permission for destruction/ disposal must come from senior trust or school Governors and Financiers)
- Ensure that regular Backups of the sites are being taken successfully.
General:
- Developing an understanding of Academy policies and procedures, complying with their contents and raising concerns in a timely manner
- Actively participating in the Performance Management processes within the Trust
- Identifying personal training needs and participating in training and performance development whenever required
- To undertake any other duties appropriate to the grade of the post.
- In addition to the above the post holder must be committed to safeguarding and promoting the welfare of children and young people.
Requirements and prospects
Qualifications Required:
Functional Skills Maths and English at Level 2
Desired skills:
IT skills, attention to detail, ability to follow instructions, work in a team, good mathematical skills along with good communication skills.
Personal Qualities:
Good Listener, Timekeeping, Respect in the workplace, communication skills
Successful completion of this apprenticeship gives you an accredited Level 3 Information Communication Technician qualification:
The qualification has core knowledge elements, before branching out into one of the following pathways:
- IT Support Technician
- Network Technician
- Digital Communications Technician
Your Tutor, Pathway Planner and Employer will decide the best pathway for you to follow.
All training is delivered online in virtual classrooms twice per week
You will undertake Functional Skills for English and/or Maths if needed
Future Prospects:
Permanent role and career progression
