Apprenticeship Vacancy Details

What will the apprentice be doing?

• To assist with answer calls, emails and customer portal jobs coming into the IT Service Desk, logging and allocating them using the call logging software and carrying out first line support as appropriate
• To maintain IT Services records and Databases including
• Printer consumables
• Customer details
• Resource requests
• Configuration items
• Mobile phone user records
• Asset records
• To ensure software licence details are up to date and readily available
• To issue mobile devices to customer base
• To be an effective member of the IT Services team
• To support Service Desk projects
• To maintain awareness of and adhere to current Service Desk procedures
• To produce Service Desk documentation in liaison with the IT Service Desk Co-ordinator
• To provide a professional customer service to both internal and external customers
• To ensure that quality standards are set, monitored and reviewed within the section
• To demonstrate flexibility in responding to changing demands in personal, sectional or the Colleges workload
• To take responsibility for one's own professional development and continually update as necessary
• To comply with Equal Opportunities policies and to assist in the development of Equal Opportunities
• To comply with all Health & Safety, Child Protection & Safeguarding, Risk Management policy and legislation in the performance of the duties of the post
• To take reasonable care of your own health, safety and welfare and that of any other person who may be affected by your actions or omissions whilst at work.  You are also required to co-operate with the College to enable it to fulfil its legal obligations Appropriate information, instruction, training and supervision will be provided to enable you to perform your duties in a manner that is deemed safe and without risk to health
• To comply with all aspects of the Data Protection Act
• To adhere to the College’s Computer Network Acceptable Use Policy
• To undertake risk assessments for any new activity and to ensure risk assessment checks are carried out for any ongoing activity
• To carry out any other reasonable duties within the overall function, commensurate with the grading and level of responsibility of the job

What training will the apprentice take and what qualification will the apprentice get at the end?

What is the expected career progression after this apprenticeship?

Opportunity to stay within your current role and become a full-time member of the team, with internal progression routes in the IT department through further experience and IT qualifications.

Desired skills and personal qualities

Communication skills IT skills Attention to detail Organisation skills Customer care skills Problem solving skills Administrative skills Analytical skills Logical Team working Initiative Non judgemental Patience Enthusiasm Motivation

Qualifications

GCSE English (Grade C/4 or above) Essential

GCSE Mathematics (Grade C/4 or above) Essential

GCSE IT or similar subject (Grade C/4 or above) Desired

Things to consider

Desk-based role in a busy office environment. May require travel to other campuses and collaboration with various internal departments, such as IT logistics and IT support. Responsibilities include interacting with students and college staff. Each day will bring new challenges and experiences. Job role is based at The Roundhouse campus but ideally the successful candidate will have a Driving licence or the ability to travel between sites as and when needed.

Employer

Derby College

https://www.derby-college.ac.uk/

Address

Roundhouse Road
Pride Park
Derby
Derbyshire

Training provider

DCG

Contact

DCG

Apprenticeship Intermediate

Customer service practitioner (level 2)