IT Support Assistant Apprentice - QA : Job Details

Employer description: Alzheimer Scotland, the national dementia charity, envisions a future without dementia and strives to ensure no one faces it alone. Our goals include empowering individuals to maintain brain health, providing care for those living with dementia, and supporting research to find a cure.

Overview: We are currently seeking an IT Support Apprentice to join our team of three first-line IT support staff. Reporting to two IT Application and Project Managers and led by the Head of IT, the IT Support Assistant will serve as the initial contact for IT requests from approximately 550 users across 40 locations.

The role includes providing user account administration, configuring and deploying Windows laptops and mobile devices, supporting Microsoft Windows, and deploying software. This role requires collaboration within the IT team, occasional out-of-hours work, and travel to various Alzheimer Scotland locations for support and equipment installation.

In this role, you will: 

• Be first point of contact for IT queries, responding to in-person requests, telephone calls, emails and IT service desk tickets.
• Ensure incidents and requests are logged, tracked, resolved and measured within the given Service Level Agreements. 

Salary:£24,160.05 – £25,465.55 per annum.

Duties:

• Work collaboratively with colleagues and communicate regularly to ensure colleagues are kept up to date with progress and developments.
• Log issues with third party suppliers or escalate issues to 2nd and 3rd line support within the IT team where appropriate.
• Update the knowledge base of known issues with information to assist colleagues to resolve future issues themselves.
• Maintain accuracy of service desk data, ensuring that information reported is correct. 
• Analyse service desk tickets to help spot trends or underlying issues.
• Assist in the development of procedures to streamline service desk process and improve SLA compliance.
• Liaise with third party support companies regarding support, maintenance, installations of IT equipment or resolutions to outstanding issues.
• Configure, deploy and maintain Windows PC, Apple devices and other hardware as needed.
• Maintain Active Directory administration, creating, amending and removing users, computers, security groups.

Person qualities / Desirable skills:

• Interest in IT
• Good communication skills
• Willingness to learn

Previous qualification in relative subject / experience in the field.

Working week: 35 hours: 9am - 5pm, Monday to Friday. 

Package: 

• 25 days annual leave, plus 11 public holidays pro-rata
• Extensive Training Plan
• NEST Pension Scheme

Future prospects:90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

Important information:This vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.

On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 8. If you are interested in starting your career and receiving a work based qualification at the same time, APPLY NOW!