First Line IT Support Apprentice, Wokingham Borough Council

Positions: x2

Weekly wage: 

£287.00

Working week: 

30 Hours

Apprenticeship duration: 

12 months 

Apprenticeship level: 
Intermediate Level Apprenticeship 

Location:

Wokingham, RG40 1BN 

Employer Description:

Local Authority services for Wokingham 

Duties include:

Excellent opportunity to forge a career within IT, working in a dynamic team for a forward-thinking Council. This role provides scope to help shape internal IT support services during a period of exciting change.

The role will focuses on providing first line technical support to internal staff, whilst supporting  operational activities such as processing of user requests and maintaining the IT knowledge base.

Successful candidates will be able to contribute to the improvement of IT response and service maintenance, and develop invaluable IT, Customer Service and Administration skills in the process.

Key Accountabilities:

  • Be first point of contact for council staff IT queries, requests and issues via email and phone; logging and tracking requests accurately.
  • Assist with smooth operation of day-to-day computer systems operation.
  • Publish support documentation to assist staff with requests for information, maintaining the Council’s IT knowledge base and the IT intranet pages
  • Develop and apply technical IT skillset to assist quality delivery of the IMT Service.
  • To continuously demonstrate a high level  of customer service for all support queries and adhere to service management principles
  • Conduct relevant admin tasks in-line with department protocols.

Successful candidates will be rewarded with quality training, excellent career progression opportunities plus the experience of helping to shape the Council’s new internal processes and systems. Successful candidates will train towards an NVQ Level 2 Diploma in IT User Skills.

Desired skills:

  • Excellent written & verbal communication skills.
  • Polite phone manner / confidence to liaise with people on phone and face to face.
  • Knowledge of Microsoft suite/products and basic understanding of computer support/trouble shooting desirable but not essential. 

Qualifications Required:​

GCSE Grades A – C Maths & Eng

Personal Qualities:

  • Good organisational skills
  • Proactive attitude with a willingness to learn and develop
  • Ability to work well as part of a team .

Things to consider: 

Occasional evenings and weekend working for system upgrades or in the event of system outages. 

Future prospects:

Potential to progress onto IT L3 qualification via promotion to 2nd / 3rd line support or IT specialism. 

Apprenticeship National Minimum Wage:

This applies to 16-18 year old apprentices and those aged over 19 in the first year of their Apprenticeship. For all other apprentices the National Minimum wage appropriate to their age applies.
The National Minimum Wage (NMW) for Apprentices is £3.50 per hour.

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