ICT Apprentice

About Our Client:

Our client provides IT services to support approximately 700 staff in 13 European, Middle East and North African country offices (English is the transactional language). 

Across EMEA they migrated email function to Office 365 (O365) in 2017 and has been expanding the use of the business productivity suite to include many of the Apps such as Teams, OneDrive, SharePoint Online, OneNote, Forms, Flow, Power BI, Planner and PowerApps along with improved communication via Skype for Business, Zoom and unified communications. 

The Role:

Possible start date: ASAP

Monday to Friday: There is a requirement for post holder to work flexibly with other members of the IT team in order to provide IT service to UK and European Offices between the hours of 8am – 6pm GMT

Total working hours: 35

What you will do in your working day:

The role will be to provide support (with the help of the IT Team) in the full range of IT computer problems, installing and configuring systems, diagnose hardware/software faults and solve technical application issues either in person or via remote connections. It is therefore essential that the applicant is aware this role requires you to be willing to learn a wide range of O365, application and network skill sets to deliver a first-class support service and ensure IT Support runs within agreed SLA’s.

Specific Areas of Responsibility

• O365 Apps
• Active Directory maintenance
• Teams administration and support
• Creating new user accounts
• Resetting password
• Assisting with on-going projects
• Setup of new IT equipment
• Supporting users with IT queries
• Creating Purchase Orders
• Service Desk and General IT support
• Cyber awareness and action
• Contribute to the rollout of the laptop replacement program
• Assist in the management of business system implementations

The training you will receive:

• Level 3 ICT qualification
• All training is undertaken online, through a combination of self-paced eLearning and live online classes    
• Functional skills in English and Mathematics, if required

Things to consider:

• Our client reserves the right in consultation with employees to change base location according to organisational and departmental requirements
• There is a requirement for occasional out of working hours as and when needed

Qualifications required:

• GCSE or equivalent English (Grade A* - C 9/4) - Essential
• GCSE or equivalent Mathematics (Grade A* - C 9/4) - Essential

About You:

• Good customer service for all support queries and adhere to all service management principles
• The ability to work on one’s own initiative as well as part of a team to resolve all client’s issues to the highest of standards
• Be hard working
• Be driven and enthusiastic to succeed

Working With Others:

• Work with Country office support staff to research the best solution to the IT related problem
• Talking staff/clients through a series of actions, either face to face or remotely
• Under Head of IT guidance, document scopes of work for IT project implementations
• Establish a good working relationship with staff and external users of the system as well as third party organisations 
• Support the roll-out of new applications including procedural documentation 

Cultivate Learning:

• Training and educating end-users with guidance on O365 capabilities and collaboration tools
• Document work performed through the ticketing system including details and outcomes
• Provide comprehensive inductions and orientation of applications and services to all new staff members
• Take a hands-on proactive project management role in working with CIUK and Country offices to ensure project objectives are reached
• Write procedures to guide the businesses on how they can enhance their O365 skills
• Raise the profile of CIUK IT Support services by creating internal communications advising enhancements and features of applications, how to get help and service availability etc.  

The Apprenticeship:

Qualification: ICT Level 3

Duration: 18 months

Workplace Pension