Apprentice - IT Digital Support Technician

The Corporate Services Directorate plays a central role in supporting the Council to deliver reliable, efficient and secure services to residents. The Customer Experience Team is responsible for supporting and improving a wide range of critical digital applications used across the organisation.

The team works closely with frontline services, internal teams and external suppliers to ensure systems are stable, secure and meet evolving business needs. It focuses on continuous improvement, helping services make better use of technology, data and insight to deliver high-quality outcomes for the community. 

As a Digital Support Technician Apprentice you will be responsible for:

• Supporting the resolution of incidents and requests in line with the agreed incident management and request fulfilment processes and local procedures
• Responding to queries online, by phone or in person, following service procedures and quality standards, and using personal initiative to provide the best possible customer service overall
• Carrying out the installation or repair of IT equipment and software in Council and partner locations as directed
• Supporting the Service Desk and their responsibilities
• Proactively keeping users informed throughout all stages of all processes
• Maintaining accurate records relating to incidents, requests, assets, licences, and other aspects of IT service management
• Providing on-site support and guidance to users of devices and systems as required
• Participating in team meetings, training, and other team activities. 
  Working with other team members, and business managers across the department to improve support to the business
• The key responsibilities and duties of the role are neither exclusive nor exhaustive. All workers are expected to operate flexibly to support delivery of services for IT Support and from time to time will be required to undertake responsibilities, outside the normal remit of role description as required by the line manager, which are broadly commensurate with the job level and scope of competence

Training

• You will study towards the Level 3 Digital Support Technician Apprenticeship qualification and will be practicing the skills learnt in your day-to-day job
• Training will be provided by Gingernut Training. A tutor will be allocated to you to support you throughout your qualification and meet with you regularly
• You will be allocated time for off-the-job training. This will be within your paid working hours. These hours can be spread across the week and will be agreed between yourself, your line manager and your tutor
• As a Level 3 qualification, Functional Skills Level 2 in English and Maths or GCSE Grades 4-9 (or C and above) is required

After the apprenticeship

This apprenticeship prepares you for career in IT Digital Support. At the end of your apprenticeship, you will be supported to apply for suitable vacancies (subject to availability).