ICT Apprentice

e-Careers; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An innovative firm is seeking a dedicated IT Support Apprentice to join its dynamic team in London. This role offers the opportunity to work with cutting-edge O365 applications while providing essential IT support to users across various offices. You will engage in troubleshooting, user training, and contribute to exciting projects that enhance IT services. With a focus on customer satisfaction and teamwork, this position is perfect for someone eager to develop their skills in a supportive environment. Join a forward-thinking organization where your contributions will make a real impact on IT operations.

Benefits

Workplace Pension

Online Training

Flexible Working Hours

Qualifications

• Essential GCSEs in English and Mathematics (Grade A*-C).
• Level 3 ICT qualification required for the role.

Responsibilities

• Provide IT support for O365 applications and general IT queries.
• Assist with user account management and system installations.
• Document work and maintain service management principles.

Skills

O365 Applications

Customer Service

Active Directory

Technical Support

Problem Solving

Education

GCSE English

GCSE Mathematics

Level 3 ICT Qualification

Tools

Service Desk Software

Ticketing System

Job description

About Our Client

Our client provides IT services to support approximately 700 staff in 13 European, Middle East and North African country offices (English is the transactional language).

Across EMEA they migrated email function to Office 365 (O365) in 2017 and has been expanding the use of the business productivity suite to include many of the Apps such as Teams, OneDrive, SharePoint Online, OneNote, Forms, Flow, Power BI, Planner and PowerApps along with improved communication via Skype for Business, Zoom and unified communications.

Requirements

The Role:

Possible start date: ASAP

Monday to Friday: There is a requirement for post holder to work flexibly with other members of the IT team in order to provide IT service to UK and European Offices between the hours of 8am – 6pm GMT

Total working hours: 35

What You Will Do In Your Working Day

The role will be to provide support (with the help of the IT Team) in the full range of IT computer problems, installing and configuring systems, diagnose hardware/software faults and solve technical application issues either in person or via remote connections. It is therefore essential that the applicant is aware this role requires you to be willing to learn a wide range of O365, application and network skill sets to deliver a first-class support service and ensure IT Support runs within agreed SLA’s.

Specific Areas of Responsibility

• O365 Apps
• Active Directory maintenance
• Teams administration and support
• Creating new user accounts
• Resetting password
• Assisting with on-going projects
• Setup of new IT equipment
• Supporting users with IT queries
• Creating Purchase Orders
• Service Desk and General IT support
• Cyber awareness and action
• Contribute to the rollout of the laptop replacement program
• Assist in the management of business system implementations
  
  

The Training You Will Receive

• Level 3 ICT qualification
• All training is undertaken online, through a combination of self-paced eLearning and live online classes
• Functional skills in English and Mathematics, if required
  
  

Things To Consider

• Our client reserves the right in consultation with employees to change base location according to organisational and departmental requirements
• There is a requirement for occasional out of working hours as and when needed
  
  

Qualifications Required

• GCSE or equivalent English (Grade A* - C 9/4) - Essential
• GCSE or equivalent Mathematics (Grade A* - C 9/4) - Essential
  
  

About You

• Good customer service for all support queries and adhere to all service management principles
• The ability to work on one’s own initiative as well as part of a team to resolve all client’s issues to the highest of standards
• Be hard working
• Be driven and enthusiastic to succeed
  
  

Working With Others

• Work with Country office support staff to research the best solution to the IT related problem
• Talking staff/clients through a series of actions, either face to face or remotely
• Under Head of IT guidance, document scopes of work for IT project implementations
• Establish a good working relationship with staff and external users of the system as well as third party organisations
• Support the roll-out of new applications including procedural documentation
  
  

Cultivate Learning

• Training and educating end-users with guidance on O365 capabilities and collaboration tools
• Document work performed through the ticketing system including details and outcomes
• Provide comprehensive inductions and orientation of applications and services to all new staff members
• Take a hands-on proactive project management role in working with CIUK and Country offices to ensure project objectives are reached
• Write procedures to guide the businesses on how they can enhance their O365 skills
• Raise the profile of CIUK IT Support services by creating internal communications advising enhancements and features of applications, how to get help and service availability etc.
  
  

The Apprenticeship

Qualification: ICT Level 3

Duration: 18 months

Benefits

Workplace Pension