IT Support Apprentice

Lifetime Training; England; On-site; GBP 12,000 - 16,000; Full time

Job summary

Arts Council England is offering an IT support apprenticeship across England. You will learn to diagnose and resolve common IT incidents, support users with devices and Microsoft 365, and assist in setting up equipment for new starters.

With guidance from experienced colleagues, you’ll use the IT Service Management system to log requests, track progress, and help improve the user experience. Travel between locations may be required.

Responsibilities

• Provide a responsive and customer-focused IT support service to staff across the organisation.
• Learn to diagnose and resolve common IT incidents and service requests, escalating more complex issues when required.
• Support users with hardware, software, mobile devices and Microsoft 365 applications.
• Assist in setting up laptops, phones and equipment for new starters.
• Use the IT Service Management system to accurately record, categorise and track support requests.
• Communicate in accessible language and avoid unnecessary technical jargon while guiding users.
• Help keep colleagues informed about progress of their support requests and learn how service targets are managed.
• Work with Digital and Technology colleagues and external service providers to resolve incidents and requests.
• Learn how changes are reflected in system directories and group memberships, following proper authorisation processes.
• Look for opportunities to improve the user experience and share suggestions with the Service Desk Supervisor.
• Participate in training, apprenticeship workshops and self-development activities.
• Work towards achieving your apprenticeship qualification and learning objectives.
• You may be required to travel to other Arts Council England locations across England.
• Contribute to a positive working culture with proactive learning, adaptability, inclusive practice and environmental responsibility.
• Reflect the Nolan Principles and Arts Council England values, with commitment to equality, diversity and inclusion.

Job description

• - With support from experienced colleagues, you will help provide a responsive and customer-focused IT support service to staff across the organisation.
• - Learn how to diagnose and resolve common IT incidents and service requests, escalating more complex issues when required.
• - Learn how to support users with hardware, software, mobile devices and Microsoft 365 applications.
• - Assist in setting up laptops, phones and equipment for new starters.
• - Use the IT Service Management system to accurately record, categorise and track support requests.
• - Support colleagues with basic troubleshooting and clear user guidance, communicating in accessible language and avoiding unnecessary technical jargon.
• - Help keep colleagues informed about the progress of their support requests and learn how service targets are managed.
• - Work with other Digital and Technology colleagues and external service providers to support the resolution of incidents and requests.
• - Learn how starters, leavers and organisational changes are reflected in system directories and group memberships, following the correct authorisation processes.
• - Look for opportunities to improve the user experience and share suggestions with the Service Desk Supervisor.
• - Participate in training, apprenticeship workshops and self-development activities.
• - Work towards achieving your apprenticeship qualification and agreed learning objectives.
• - You may be required to travel to other Arts Council England locations across England.
• - You will contribute to a positive working culture by taking a proactive approach to learning, responding to change, inclusive practice and environmental responsibility.
• - You will reflect the Nolan Principles of Public Life and Arts Council England's values, with a commitment to equality, diversity and inclusion.