IntroductionAs part of the wider IT and Digital Services, the role will involve being part of a professional team delivering a wide range of IT support to internal customers.
About the Employer
Trafford Council, alongside partners in the public, private and third sectors, works towards a shared vision: Trafford – where all our residents, businesses and communities thrive. At the heart of this vision is a common cause – to make Trafford a better borough, where everyone has a chance to succeed and where everybody has a voice. We are committed to working together across services and agencies to close inequality gaps and make the best use of our resources.
What You’ll Do
- Work effectively on Trafford IT systems, ensuring all support requests are logged accurately and in a timely manner on the relevant ticketing system
- Work in a supported learning environment to develop skills and knowledge to complete the Level 3 Information Communications Technician apprenticeship
- Undertake a range of IT and general administration duties to contribute to the achievement of team objectives
- Participate in a development programme (on‑site and off‑site), completing your learning plan including exams, workbooks and evidence of development
- Work closely with QA and develop positive relationships with colleagues and key stakeholders
- Support the IT Service to resolve IT related issues over the phone, via the IT hub system and during face‑to‑face bookings
- Update and manage incidents through the system within SLA, performing initial triage to resolve requests without escalation where possible
- Deliver technical support across platforms, diagnosing basic computer hardware and software faults using effective questioning and communication
- Identify and escalated service issues or improvement opportunities, ensuring communication with customers and escalation within agreed SLA
- Assist with software and hardware builds/rebuilds, installation, configuration, troubleshooting, project support and undertake other duties as required by management
Training Outcome
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.
Skills Required
- Communication skills
- Attention to detail
- Organisation skills
- Problem solving skills
- Team working
Qualifications
- Essential – GCSE – 3 of any subject – 4+ (A*–C)
- Essential – GCSE – Maths & English – 3+ (D or above)
Course Information
- Course: Information Communications Technician (Level 3)
- Level: 3
- Route: Digital
- Apprenticeship Level: Advanced
Working Arrangements
- Working Week: Monday to Friday, 8am – 4pm
- Expected Duration: 1 Year 5 Months
- Training Provider: QA LIMITED
#J-18808-Ljbffr…