Job Description

In this role you will act as the central point of contact for all IT related queries and service requests for all internal customers. You will be responsible for resolving support requests to meet customer satisfaction and continuous service delivery demands. Key Areas of Responsibility: Diagnose and resolve software and hardware issues, including operating systems and across arange of software applications. Assist all internal customers with any logged IT issue. Take ownership of issues by carrying out problem analysis to implement temporary or permanentfixes with the aim of restoring service to the customer as soon as possible. Provision, maintain and suspend/delete user accounts across operational systems. Plan, communicate and carry out company-wide implementation programs in conjunction withthe IT Service Desk Engineer. Carry out physical/logical network administration in response to operational requirements. Manage requests received over the phone, via email/Slack and in person. Install and configure laptops, PC™s and VOIP phones for employees. Resolve issues and upgrade software and hardware as required. Resolve issues with printers, copiers and scanners. Escalating to IT Service Desk Engineer or external contacts as required. Accurately maintain and update internal documentation in a timely manner. Maintain a first class level of customer service ensuring that all customers are treated efficientlyand in an appropriate manner. The training you will be getting Delivery model: Work-based training with your employer Day release during term time (approximately 1 day a week for 1 year) Approximately four on-site assessment visits per year Level 2 Functional Skills in Maths and English (7 days at college for each, if required) Off the job training will count for at least 6 hours a week of an apprentice™s time at work Qualifications included: Level 2 Functional Skills in English and Maths Level 3 Information Communications Technician Apprenticeship End Point Assessment: Work based project and presentation Portfolio based interview What next? Those completing the apprenticeship can apply for registration with the Register of IT Technicians confirming level 3 professional competence. Entry criteria Applicants are likely to have 5 GCSEs A*- C / 9 - 4, including Maths and English, or equivalent, and will need to demonstrate the ability to achieve all elements of the apprenticeship during their programme, including working in a suitable job role. Please apply as soon as possible for this role. Should the right candidate be found prior to the closing date, then the vacancy may be closed early. Apprenticeship Assessment and Information Session: Any new person applying for apprenticeship roles where Abingdon and Witney College deliver the training will be required to attend an Apprenticeship Assessment and Information Session at Witney or Abingdon campus. This will consist of a series of initial assessments (required prior to any apprenticeship offer), completion of essential paperwork, the opportunity to find out more about the apprenticeship process, the training included, and a forum for your questions. As a new Apprenticeship applicant you will only have to undergo this process once. If you would like to talk to us about the assessments or if you would need any extra support to attend the Apprenticeship Assessment and Information Session please call us on 01235 216216. Qualification checks: By applying for this vacancy you are giving Abingdon and Witney College permission to undertake a Learner Record Service check on your previous qualifications. We make every effort to ensure that applicants from non-traditional academic backgrounds or those who may not have the formal GCSE entry requirements can access apprenticeships where possible. The National Minimum Wage (NMW) for Apprentices is £6.40 per hour from April 2024. This applies to 16 - 18 year old apprentices and those aged 19 and over during the first year of their apprenticeship. After this, the National Minimum wage appropriate to their age applies. The Wage for apprentices applies to both time spent on the job plus time spent training. What to expect at the end of your apprenticeship Potential to become a permanent role upon successfully passing the apprenticeship.

Required Skills & Qualification

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Number skills, Analytical skills, Logical, Team working, Willing to learn

GCSE or equivalent Maths & English (Grade A*- C / 9 - 4) Essential

Apprenticeship Standard

Information communications technician Level 3 (A level)

Employer

Webexpenses

UNIT 3 DES ROCHES SQUARE WITNEY OX28 4BE

Provider

ABINGDON AND WITNEY COLLEGE