IT Support Technician Apprentice

• Act as an initial point of contact for routine IT service tickets and queries relating to computer hardware, software, AV services and online platforms, with support from experienced colleagues.
• Respond to IT incidents, tickets and queries in a helpful and timely manner; resolve straightforward problems using documented procedures and training, and escalate issues that are outside your knowledge or authority.
• Assisting in the creation and upkeep of user-friendly documentation for both end-users and IT colleagues, ensuring they can make the most of our IT services.
• Gaining experience in implementing University policies regarding data protection and responsible computer use.
• Ensuring all inquiries are addressed professionally, promptly, and appropriately.
• Maintaining a pleasant, helpful, and professional attitude when interacting with customers.
• Assist with the setup and induction of new staff, including unpacking equipment, registering assets, imaging and configuring desktop and laptop computers using documented procedures.
• Assist with password resets and account unlocks where authorised and in accordance with security procedures.
• Any additional tasks that fall within your competency as directed
• Participate in and support the public engagement and widening access activities of the Department and the University. This is anticipated to be not more than 2 days per year.
• Undertake mandatory training as required by the University, Division and Department. The specific list of training courses may change from time-to-time, in response to both legal and internal University requirements.

After the apprenticeship

Opportunity to progress to a higher qualification.

Things to consider

The university are keen to recruit local talent.