Employer description:
This is a small multi-academy Education Trust, which spans the Greater Manchester boroughs of Tameside and Rochdale. They currently oversee three 11-16 secondary schools and a two-form entry primary school, and are ambitious to grow.
The Trust work to create curriculum enrichment in sport and culture. For example, all their high schools are hubs for the Manchester United Foundation giving their students opportunities and access in football not open to all.
They have had several apprentices across the trust and offer the same high quality support and learning opportunities to their apprentices as they do to their students.
Overview:
The successful candidate will be working within the school’s ICT Department.
The purpose of the role is to provide ICT support to the Trust’s customers.
You will be responsible for efficient handling of customer requests via the Service Desk System and the timely resolution of tasks allocated to them via the system.
You will also provide field support to all desktop ICT equipment and software.
Main duties & Primary responsibilities:
- To provide a first point of contact for all ICT issues.
- Manage requests and incidents through the Service Desk Application, providing a first-time fix resolution or allocating to other members of the IT team as appropriate.
- Ensure all calls /emails logged through the Service Desk are proactively managed and updated in accordance with the requirements of the service.
- Maintain accurate manual and electronic records relating to all work carried out and produce the relevant documentation as and when required.
- Deliver productive support to business users, investigating and resolving incidents and requests on a wide range of technical issues and problems.
- Assess, evaluate and implement the most appropriate solution and course of action for customers within SLA timescales.
- Install, support, maintain, repair and manage ICT hardware, software and peripheral equipment.
- Liaise and work with third party companies and suppliers when required to provide ICT support to customers.
- Secure handling and storing of ICT assets.
- Assist the Service Desk Lead in ensuring the necessary procedure and policies are followed to support users throughout the Trust in developing ICT systems.
- Contribute to the development of procedures and policies to support operational requirements.
- Promote and support the proactive use of ICT across the business to improve staff/customer experience and encourage users to take a more active role in ICT use.
Desirable skills:
- Ability to communicate effectively, both orally and in writing.
- Ability to use ICT Systems
- Commitment to customer service
Personal qualities:
- Excellent team player
- Ability to plan effectively and organise work
Entry requirements:
You need to have 5 GCSE’s:
- Maths and English (or equivalents) at grades D or above
- 3x GCSE’s grade A-C in any other subject
You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship.
If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. Find out more here.
https://www.enic.org.uk/Qualifications/UKQRS/Default.aspx
Working week:
Monday-Friday, 8:30am – 4:00pm (36hrs a week) But there will be some flexibility and work outside normal office hours is sometimes required for open evenings etc.
Future prospects:
On successful completion of your apprenticeship, you may be offered a fulltime role within the Trust's ICT Department, with a new job title, more responsibility and a salary increase however this is not a guarantee due to the current Covid situation.
Important Information:
QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.
To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.