IT Service Desk Apprentice

QA Apprenticeships; Roslin; On-site; GBP 11,000 - 15,000; Full time

Benefits offered by this job

Mentoring

Structured training

Job summary

University of Edinburgh is seeking a full-time apprentice for the College of Medicine and Veterinary Medicine's IS Teams to deliver IT support for staff, students and visitors at the Easter Bush Campus.

You will work under supervision on 2nd line calls, assist with IT and Audio Visual equipment, and undertake training toward Microsoft Certified Professional Status, while gaining hands-on experience and contributing to campus IT services.

Qualifications

• Familiarity with basic support of workstation PCs.
• Methodical approach to problem solving.
• Reliable and able to adapt to new situations.
• Good listening skills and clear communication with new people.
• Enthusiastic, willing to learn new skills.
• Hard working, conscientious and flexible.
• Polite, presentable, punctual and organised.
• Knowing when to ask for help.

Responsibilities

• Staffing the 2nd line helpline and directing calls to appropriate teams.
• Answering the emergency Audio Visual line and escalating priorities.
• Detecting and resolving routine IT problems and installing software.
• Carrying out preventative maintenance and logging IT/Audio Visual issues.
• Installing and configuring University computers and peripherals.
• Completing QA Ltd training modules toward Microsoft certification.
• Learning IT tools and techniques for everyday duties.
• Assisting with IT service documentation and room environment monitoring.
• Assisting in staff/student inductions and updating induction material.

Skills

Basic workstation support

Methodical problem-solving

Reliability under change

Active listening & communication

Willingness to learn

Hard work & flexibility

Punctual & presentable

Know when to ask for help

Job description

The University of Edinburgh has been influencing history since it opened the gates to its first students in 1583. The University is the sixth oldest university in the English-speaking world and one of Scotland's ancient universities.

University of Edinburgh are seeking a full time apprentice in the Operations Sections of the College of Medicine and Veterinary Medicine's campus IS Teams. You will help deliver IT support for the use of a wide range of IS and IT services used by the staff, students and visitors of the University of Edinburgh based on or associated with the Easter Bush Campus.

Responsibilities:

• Staffing the 2nd line helpline; under supervision and with direction, passing 2nd line calls to local IS and other appropriate IS teams to satisfy effective call escalation

• Answer phone calls on the emergency Audio Visual and Teaching line, progressing prognosis with guidance from mentors in order to promptly resolve priority stop-work situations

• With mentoring, detect and resolve routine technical problems and install software on client PC’s in order to maintain operational support standards

• With supervision, conduct preventative maintenance and associated logging of issues with IT and Audio Visual equipment to help maintain required levels of service availability

• Under instruction, install and configure University owned computers and IT peripherals in order to maintain a working estate of IT equipment

• Completion of training modules delivered by QA Ltd as part of working towards Microsoft Certified Professional Status

• Learn how to use the IT tools and techniques required to fulfil the main duties and responsibilities of IT professionals in the workplace

• Under direction and supervision, assist with team housekeeping and maintenance of IT service documentation. Assist with monitoring and reporting of IT room environments to help fulfil routine IT maintenance requirements

• Assist in the delivery of inductions for staff, students and visitors, and with the upkeep of associated induction material to help the local IS team achieve effective participation in Campus wide induction programmes

Required skills:

• Familiarity with basic support of workstation PCs

• Methodical approach to problem solving

• Reliable and able to adapt and cope with new situations or change

• Good at listening and comfortable when communicating with new people

• Enthusiastic, willing to learn new skills and help others

• Hard working, conscientious, reliable and flexible

• Polite, presentable, punctual and organised

• Knowing when to ask for help

Working hours:

Normal hours are are 9am to 5pm, Monday to Friday, there is a need to start and finish early two days per week, to complete preventative audio visual checks.

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

Important information:

This vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.

Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.

On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6.