Employer description:
Pact (the Prison Advice & Care Trust) is a pioneering national charity that provides caring and life changing services to men and women in prison, to people with convictions on release and in the community, and to their children and families.
Our vision is of a society in which justice is understood as a process of restoration and healing, in which prisons are used sparingly and as places of learning and rehabilitation, and in which the innate dignity and worth of every human being is valued.
Overview:
Pact is looking to add a dedicated IT support apprentice to their team.
Your main responsibility would be delivery of excellent technical and client support during each interaction with the staff using a range of tools at your disposal.
You will be working alongside an experienced member of staff to guide you along and ensure you progress successfully. You'll get hands-on experience in all areas of technical support, from configuring devices to supporting with software, networking and cloud environments.
You will respond to all logged tickets such as telephone calls and email messages from users looking for help with computer problems. In responding to these inquiries, you must listen carefully to the user, ask questions to diagnose the nature of the problem, and then patiently walk the user through the problem-solving steps.
You must have good communication skills because the constant interaction with other IT personnel, employees and volunteers requires you to communicate effectively on paper, via email, over the phone, and in person.
Salary: £16,500 per annum.
Main role / Responsibilities: [will include but not be limited to]:
- Providing first line support taking ownership and escalate where required.
- Following/creating diagrams and written instructions to repair a fault or set up a system.
- Supporting the roll-out of new applications/systems.
- Logging support calls and document their outcome to facilitate the resolution of common queries.
- Managing ICT project of small scale.
- Assisting in the compilation and maintenance of an accurate inventory of hardware and software.
While working with Prison Advice & Care Trust, you will have to:
- Provide at all times a professional, courteous and rapid response to individual users.
- Ensure that users are implementing procedures relating to security as they relate to the use of PACT ICT systems.
As part of the role, you will need to:
- Work in accordance with pact and prison policies, procedures and working practice agreements.
- Undertake training as required.
- Attend regular support and supervision sessions.
What we are looking for:
Desired qualities, skills, and knowledge:
- Good communication skills
- IT skills
- Self-motivated
- Keen interest in IT
Entry requirements:
- 3 GCSE's (or equivalent) at grades 4+ (A-C) in any subject
- GCSE Maths and English (or equivalents) at grades 3+ (D or above)
- Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject
You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.
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.
For more information, please visit the UK ENIC website.
Working week:
37.5hrs a week, spread over Monday to Friday.
Benefits of the role:
- Casual dress code
- Friendly atmosphere
- Free Tea/Coffee
- 28 days Annual Leave (Including Bank Holidays)
- Paid sick leave
- Flexible working
- Pension contribution matching
- Mental health and wellbeing support
Future prospects:
We are aiming to take on an apprentice who will go into full time employment with us after completing the apprenticeship.
Important information:
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.
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