It Support Technician Apprentice

Methods Business and Digital Technology Limited; Greater London; On-site; GBP 12,000 - 18,000; Full time

Job summary

Methods Business and Digital Technology Limited invites applications for an apprenticeship in IT support based in Greater London. The role involves handling first-line helpdesk requests, using ticketing systems, and supporting Windows and MacOS devices, with an emphasis on customer service and problem solving.

The program progresses toward a full-time role upon successful completion, with structured training through LEEP TALENT LIMITED.

Qualifications

• GCSE English and Maths at grade 4/C or above are essential.
• The apprenticeship is aimed at developing IT support skills with hands-on work experience.
• A proactive, solution-focused mindset will help in a busyIT environment.

Responsibilities

• Provide first line IT support to colleagues via phone or ticketing system.
• Manage requests via Salesforce Case Management where applicable.
• Support across Windows and MacOS devices and mobile devices.

Skills

Communication skills

IT skills

Attention to detail

Organisation skills

Customer care skills

Problem solving skills

Presentation skills

Administrative skills

Number skills

Analytical skills

Logical

Team working

Creative

Education

GCSE English 4/C or above

GCSE Maths 4/C or above

Tools

SharePoint Online

Microsoft Office Suite

Job description

Introduction

We are now looking for a driven and enthusiastic new member of the team who sees their career as developing within broad IT support functions, has a passion for their subject, and a clear flair for technology.

About the Employer

Methods is an established £100m Digital Transformation company, part of the Alten Group, which over the last 34 years has provided innovative business and digital technology services. We have over 50 active clients many of which have been working with us for more than 10 years.

Since our establishment in 1990, Methods has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Our mission is to improve and safeguard public-facing services. We apply digital thinking to ensure the future of our public services is centred around our citizens.

Our human touch sets us apart from other consultancies, system integrators and software houses - we have a customer-centric value system whereby we focus on delivering what is right for our clients. We passionately support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them. building a significant private sector client portfolio.

What You'll Do

We are looking for someone who already has some work experience and a basic level of industry knowledge, rather than a school leaver with no workplace experience. We are particularly keen to consider candidates from disadvantaged backgrounds who may benefit from the opportunity to develop their skills and progress their career through an apprenticeship.

Key Tasks:

• Provide first line support to all colleagues via the various request methodologies (Phone / Ticket System etc)
• Manage requests via ticketing system (Case Management) within Salesforce
• Support Hardware / Software issues on company’s devices (Windows PCs, Apple Macs, iPhones & Samsung mobile devices)
• Manage accounts and licencing via Microsoft Administration Portal
• Process invoicing each month for various software which is managed within IT Team
• Assist with any project work where required, along with putting forward suggestions for best technology practice within Methods group
• Create clear and concise documentation of internal IT procedures and technologies where needed, along with user friendly guides and notes
• Complete asset and compliance management via Microsoft Endpoint, and other technologies
• Engage in asset purchasing and supplier relations where needed
• Report faults and maintaining logs on network and laptops
• Assist with inductions for new staff joining the company
• Log and track identified IT problems through to resolution
• Helpdesk ticketing administration and ownership - ensuring tickets are kept up to date, responded to in a timely fashion, and the new tickets queue is kept as clear and actioned as possible

Essential Skills and Experience:

• Good practical and demonstrable understanding of IT
• Clear drive and enthusiasm for the subject
• Previous experience of working to helpdesk ticket deadlines
• Practical, good common sense, ability to use initiative / problem solve, multitask / work well under pressure
• Excellent diplomacy skills, a helpful and very professional attitude to staff at all levels across all issues
• Must have a good understanding of all MS Office Applications including SharePoint Online
• Experience in supporting both Windows and MacOS laptops

Desirable Skills and Experience:

• Experience with Azure functionality
• Understanding of ITIL Principals
• Previous IT support experience

Training Outcome

Potential full time position for the right candidate after completion of the apprenticeship.

Skills Required

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative

Qualifications

• Essential - GCSE - English - 4/C and above
• Essential - GCSE - Maths - 4/C and above

Course Information

Course: Information communications technician (level 3)

Level: 3

Route: Digital

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Monday - Friday 9.00am - 5.30pm.

Expected Duration: 1 Year 6 Months

Training Provider: LEEP TALENT LIMITED