We are looking for an enthusiastic individual who can offer excellent customer service and ICT support to employees to join our ICT team. A sound knowledge of IT is necessary, as is an eagerness to take your technology skills to the next level. Primarily based on the ICT Service Desk, you will also have the opportunity to work across three other teams within ICT Service Delivery.
Job description
Job title: ICT Service Delivery Apprentice
Grade: Grade 3
Department: ICT
Salary: £26,824
Reports to: Service Desk Team Leader
Line manager responsibilities: None
Main purpose of job:
The post holder will be part of a team providing both initial technical support for all DSFRS ICT services and administrative duties as required within the ICT Service Delivery Team.
Main Responsibilities and Duties:
Support to users:
1. Staffing the ICT Service Desk, acting as a first point of contact for users reporting faults/problems or requesting new or changed services.
2. Providing advice and guidance to all users as necessary.
3. Resolving reported faults/problems when possible or assigning to the relevant specialist teams.
4. Maintaining a good working relationship with all users throughout the Service.
5. Providing on site advice to Users.
6. Liaising with 3rd party suppliers for the provision of services (e.g. repair of faulty equipment)
7. Microsoft Active Directory and Azure administration (e.g. creating, deleting and amending users and groups).
8. Assisting with other system administration when required (e.g. Microsoft 365, Remote Desktop Services (RDS), e-learning systems, etc.)
9. Assisting other ICT personnel in the installation and maintenance of hardware/software.
10. Providing or assisting with user training as required.
Administration:
11. Processing purchase orders, goods received notes and invoices.
12. Maintenance of spreadsheets and databases.
13. To receive goods from suppliers.
14. Administration of Internal recharging (e.g. print costs).
15. Booking of Travel and accommodation for ICT Staff.
Quality Control:
16. Creating and maintaining a log of all Incidents and Service Requests via the Service Desk Software.
17. Maintaining an inventory of all hardware and software.
18. Ensuring that internal and external recognised standards are adhered to.
19. Ensuring that all ICT policies, procedures and processes are adhered to.
20. Ensuring that all outstanding problems are pursued to a successful completion.
Generic Duties:
21. To maintain security and confidentiality of information, whether computer based or otherwise in line with legislation, i.e. Data Protection Act and all related DSFRS’s.
22. To participate in the provision of Out Of Hours ICT Support if required.
23. Other duties appropriate to the grade of the post as directed by the Service Desk Team Leader.
24. To participate in the Personnel Performance & Development (PPD) Review process to identify any personal training and development needs and attend training events as directed/required.
25. To maintain professional knowledge by networking, attending training courses, reviewing professional publications and maintaining Continuing Professional Development (CPD) consistent with any professional requirements (e.g. ITIL).
26. To perform tasks in a safe manner in accordance with Health and Safety policies and procedures.
27. To comply with all other Service Policies and Procedures.
Core Values of the Service:
We are proud to help
We are honest
We are respectful
We are working together
Hours: 37.00 per week
About the employer:
he Apprenticeship is an IT Communications Technician (Advanced)
Requirements and Prospects:
A Customer Service approach to work and the ability to develop good working relationships with computer users.
Essential and measured by application and interview
Have an organised approach to work.
Essential and measured by application, test and interview
Ability to work to standards and produce appropriate documentation.
Essential and measured by application and interview
A sound knowledge of modern ICT methodologies and technologies.
Desirable and measured by application, and interview
Ability to work as a team player.
Essential and measured by application and interview
Ability to communicate effectively at all levels.
Essential and measured by application and interview
To participate in one of the ICT “Out of Hours” support schemes if required.
Desirable and measured by application, and interview
Willingness to undergo appropriate Vetting/Screening processes in line with Devon & Somerset Fire & Rescue Service’s requirements.
Essential and measured by application and interview
Flexible and adaptable to take on new challenges.
Essential and measured by application and interview
Ability to manage a varied workload.
Essential and measured by application and interview
Be practical as well as conceptual.
Essential and measured by application, test and interview
Positive, committed, adaptable, thorough and confident professional approach and conduct.
Essential and measured by application and interview
Committed to equality and diversity in service delivery and employment.
Essential and measured by application and interview
Valid driving license; ability and willingness to travel to sides within Devon and Somerset.
Desirable and measured by application and interview
Training Provided:
You will attend Exeter College one day per week during term time to work towards your Level 3 ICT Service Delivery Apprenticeship.
Additional Information:
- Full UK driving licence and access to a car (essential)
