IT User Services Apprentice
QA Apprenticeships
pHeriot-Watt University has established a reputation for world-class teaching and leading-edge, relevant research, which has made it one of the top UK universities for innovation, business and industry.p pHeriot-Watt University has five campuses: three in the UK (Edinburgh, Scottish Borders and Orkney), one in Dubai and one in Malaysia. The University offers a highly distinctive range of degree programmes in the specialist areas of science, engineering, design, business and languages. Heriot-Watt University is also Scotland’s most international university, boasting the largest international student cohort.p pstrongOverview:strongp pYou will be working as part of The Global Information Services directorate, which provides a range of services to support, promote and supply information, information skills and infrastructure to support a modern research-intensive university in a global setting. This straddles academic library provision alongside a range of technical services and systems such as IT and AV services, systems and support for learning and teaching, research and enterprise, operational effectiveness. It is an integrated global service, providing services to students, staff, applicants, alumni, external users across all five campuses.p pstrongstrongThrough a period of apprenticeship and training, you will learn and develop the necessary skills, expertise and experience to provide assistance to the members of the IT User Services (Service Desk and Service Delivery) teams and ultimately be able to fully perform the role of IT User Services Analyst.p pstrongResponsibilities:strongp ul liWorking with others, develop skills to provide the customer interface to IT User Services via telephone and electronic communications. Contribute to handling incidents, problem records and service requests; proactively seek resolutions for customers; deal with issues and complaints in a professional and calm manner.li liLearning how to provide first line technical support on all IT related matters aiming at resolving majority of incidents at first point of call using advanced diagnostic techniques, system administrator rights and remote control of desktops.li liDeveloping an understanding of how to delegate incidentservice requests which cannot be resolved at first point of contact to the appropriate group, retaining ownership through to resolution.li liCommunicating with users keeping them informed of incident progress, notifying them of impending changes or agreed outages.li liContributing to user support for core University hardware and software, including the of setup new equipment and troubleshooting faultsli liEndeavouring to pursue continuous service improvement culture, contribute to, maintain and update procedures.li liMaintaining accurate records and reporting information on the level of faults and requests by logging all relevant incidentservice request details and allocating categorization and prioritisation codes.li liUnderstanding how and when to escalate to the appropriate manager any incidents that require reporting for further escalation.li liAssisting others to provide staff and students with support for connecting their personal computers to the University network.li liContributing to effective communication with all staff and students in the resolution of faults and requests.li liAssisting others to define and maintain knowledge data by amending and creating documents under the approval of the IT Service Desk Specialist.li liEndeavouring to keep abreast of current and emerging hardware and software technologies.li liAssisting others to provide cover and technical support in other areas of IT support as required.li liMaintaining a personal development programme as agreed with line manager.li ul pstrongThe successful candidate will have:strongp ul liGood problem solving abilityli liGood verbal and written communication skillsli liDisciplined and self-motivatedli liAble to work alone as well as part of a teamli liStrong interest in ITli liGood timekeepingli liWillingness to learnli ul pstrongSalary:strong 22,995 per annump pstrongWorking hours:strong 35 hours per week, Monday to Friday, 9am - 5pmp pstrongBenefits:strongp ul li28 days annual leave plus 9 buildings closed daysli li6 employer pension contributionsli ul pstrongFuture prospects:strongp p90 of QA apprentices secure permanent employment after completing: this is 20 higher than the national average.p pstrongImportant information:strongp pThis 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.p pStarting 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.p pOn completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 8.p pIf you are interested in starting your career and receiving a work based qualification at the same time strongAPPLY NOW!strongp
category
IT quality and testing professionals
currency_pound
11.06 per hour
calendar_todayDate Posted: 25 Jul
event_availableClose Date: 22 Aug
school Advanced Level 3 Apprenticeship
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