IT Service Desk Apprentice - QA : Job Details

Employer Description:

Our vision: Trafford – where all our residents, businesses and communities prosper

At the heart of our vision is a common cause – we want to make Trafford a better borough. We want to make it a place where everyone has a chance to succeed and where everybody has a voice. Through our new vision, we are making a commitment to work together across different services and agencies to make the best use of our resources.

At Trafford Council we are EPIC

We EMPOWER – We inspire and trust our people to deliver the best outcomes for our customers, communities and colleagues.

We are PEOPLE CENTRED – We value all people, within and external to the organisation and give those around us respect. We will act with honesty and integrity in all that we do, and create an environment that enables everyone we work with to thrive and succeed.

We are INCLUSIVE – We are committed to creating an environment that values and respects the diversity and richness differences bring.

We COLLABORATE – We build relationships, collaborate; treat people as equal partners and work together to make things happen.

Your Main Priorities & Key Duties:

• Work effectively on the service desk systems, ensuring that all support requests are logged accurately on the relevant ticketing system in a timely manner.
• Work in a supported learning environment to develop the skills and knowledge that will assist the post-holder to complete the apprenticeship, undertaking a range of IT and general administration duties to contribute to the achievement of team objectives.
• Support the service desk in updating incidents and to resolve IT related issues both over the phone, via the IT hub system and during face-to-face bookings.
• Use effective questioning and communication techniques to gather relevant information to resolve requests in line with relevant policies and processes as well as identify and escalate potential service issues, or opportunities for improvement.
• Escalate any request that cannot be resolved to the wider IT and Digital team within agreed SLA. 
• Ensure communication with customers to keep them updated of the progress/escalation of requests.
• Assist with other process-based tasks such as performing software builds/rebuilds on PC’s/laptops, installing and configuring Windows services and quality checking build quality before delivery.
• Offer basic troubleshoot hardware and software issues remotely and in person and provide assistance and technical knowledge to implement any projects across the wider IT and Digital team.

Experience and Knowledge:

• Have a commitment to learning and strong desire to develop new skills and knowledge.
• Knowledge of current Ms Operating systems, Word, Excel, Outlook and PowerPoint
• Keen interest in technology.

Skills and Abilities:

• Excellent interpersonal and communication skills both written and verbal.
• A desire to take ownership and accountability to see your work through to resolution.
• Demonstrate problem solving and trouble shooting skills.
• Ability to adapt quickly to different systems and processes and working effectively in a team.
• Good planning/organisational skills and the ability to prioritise your workload to meet deadlines.

Entry Requirements:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject

• GCSE Maths and English (or equivalents) at grades 3+ (D or above)

• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

For more information please visit the UK ENIC website. 

Benefits: 

• 26 days of annual leave, increasing to 31 after 5 years. 2 paid  volunteering days and an option to purchase 10 extra days yearly.
• Flexible and SMART working 
• Excellent pension scheme
• Family flexible policies
• Health & wellbeing offers

Future Prospects: 

• 90% of QA Apprentices secure permanent employment after finishing their apprenticeship.  Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks. 

Important Information: 

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. 

Apply now!