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ICT Service Desk Apprentice

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Job Summary

Employment Term:
Full Time, Limited Term
Working Pattern:
Full time
Advert Start Date:
Advert End Date:
24/08/2020 12:00
NMW (£4.55 to £8.72 per hour according to age)
Hours per week:
Job Category:
Vacancy ID:
Employment Location:
Badminton Road Office, Yate, Bristol, BS37 5AF
Post Number:

Job details 

Closing date:
24 Aug

Further information

Our teams at South Gloucestershire Council are making a real difference to the lives of people who live, work and learn here.

We're building and shaping communities which people are proud of. We’re providing essential services across our internal network to ensure we can fully support our community.

We've achieved a great deal, but we need talented and dedicated people to ensure we continue to make a difference.

How you’ll make a difference:

As an apprentice, you’ll be supporting front-line key workers who are delivering critical services to the community, through the ICT service desk and various project work.

You’ll be helping to support just under 3000 users of a wide range of systems and services that require maintenance and support at all levels.

What will I be doing?

Under the current circumstances, the most challenging aspects of your apprenticeship will be working from home on some days, with remote support from your colleagues and Managers. The other challenging aspect is the fast moving environment of the ICT service desk.

You’ll learn how the service desk operates, undertaking duties such as dealing with IT incidents, requests and taking phone calls. You’ll also be involved in the deployment of windows 10 equipment and Android smartphones to users.

For incidents, we will teach you how to resolve and manage laptop hardware issues, software error messages, VPN home working issue and systems access. For requests, you will learn how to set up our new employees with active directory accounts, software deployment to user’s machine, Spam email release, and resetting of passwords.

As an apprentice, you will also liaise with our other IT teams such as desktop, network, server and applications team, to ensure that all the relevant information including troubleshooting, is recorded on the ticket management system. We will teach you how to log tickets and manage your call queue including starters and leavers. You will also be trained in-house on using active directory, MS product including Teams, Skype, Intune and active directory.

You will be learning as you go and using well documented procedures with coaching from other members of the team.

Throughout your 19 month apprenticeship, we will allocate you a workplace mentor to give you guidance and support in completing your Level 3 in Infrastructure Technician.

What we need from you:

Ideally you will have an English and Maths qualification at grade C or 4 and above, or equivalent, or be willing to work towards gaining Level 2 in English and Maths.

You will need to have strong communication skills, in order to provide excellent customer service and good attention to detail to ensure you produce accurate, error free work.

Good IT skills with a passion for ICT are essential.

To succeed in this role you must have a good work ethic and commitment to gaining your qualification as well as your learning on the job and your employment.

Things you need to know:

Interviews will take place on Friday 4th September 2020.

The salary for this apprenticeship is set at the current National Minimum Wage;

Hourly rate
£8.72 Aged 25+
£8.20 Aged 21-24
£6.45 Aged 18-20
£4.55 Under 18

As part of this training route you do need to undertake a basic skills assessment as part of the selection process. These will be emailed to you by the training provider Gloucestershire College.

The apprenticeship training requires you to attend block release at Gloucestershire College, Llanthony Road, Gloucester, GL2 5JQ.

This will be 7 x 1 week block sessions across the apprenticeship, normally every 2-3 months. The college have implemented social distancing measures to maintain safety of all of it’s students and the next start date for this course is the 5th October 2020

The council will cover your travel expenses to the college.

You’ll be completing a Level 3 Infrastructure Technician which will provide you with a highly transferable set of knowledge and skills, which you gain by working for us. At college you’ll learn the following core areas;

• Communications
• IT security
• Remote infrastructure
• Data
• Problem solving
• Work-flow management
• Health and safety
• The Waste Electrical and Electronic Equipment directive

In addition you will also cover units and some exams in;

• CompTIA A+
• Microsoft Certification
• BCS Level 3 Award in Cloud Services
• BSC Level 3 Award in Coding and Logic
• ITL Foundation

When you aren’t at college, the rest of your time will be spent with us learning on the job.

In addition to your workplace mentor, you will also be allocated an assessor by Gloucestershire College, who will come to visit you either at work or virtually, to complete reviews. These reviews are simply to make sure you are on track and happy.

Your apprenticeship requires you to complete an end point assessment which will see you demonstrate what you have learned as an apprentice and how it can be applied in any other organisation. This will be another chance for you to shine!

The end point assessment consists of a Portfolio of Evidence, Synoptic Project, Interview and Employer Reference. Don’t worry, we and your assessor will give you plenty of support and encouragement to ensure you are prepared and confident to complete this stage. We also have plenty of apprentices here that can give you tips and help ease any nerves or concerns, because they have completed an end point assessment themselves!

We understand this is a lot of information and this apprenticeship might not be for everyone, but if you’ve read the above and are still excited about this opportunity we would love to hear from you.

For further information please contact Bernice –
bernice.williams@southglos.gov.uk or call 01454 863203.

‘We’re making a difference: be part of it.’

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