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IT Support Apprentice

3 months ago

Edinburgh, United Kingdom QA Ltd Full time

Since 1971, Bield Housing & Care have been developing housing and services to enable Scotland's older people to live the life they want. Our brand promise is 'Free to Be': this sums up our firm belief that older people should have the freedom to make their own choices and live as independently as possible. This is a promise which, thanks to the dedication, experience and passion of our staff and volunteers, we are uniquely placed to bring to life.

Overview:

To provide effective user support, as first point of contact, to Bield staff as part of our internal service desk team. Working as an IT Support Apprentice, within the Technology and Information Management department, you will report into the Technology Services Manager. You will be responsible, as part of a team, for providing a high-quality and responsive service that delivers positive outcomes for technology users and ensures we maximise Bield's investment in technology.

Responsibilities:

  • Providing first line telephone, email and face-to-face support to users
  • Escalating IT issues to other members of the IT Team as appropriate
  • Triaging and logging new incidents with appropriate priorities through our Service Desk
  • Monitoring of ticket queues
  • Ensuring timely responses and resolutions within contracted SLAs
  • Working with external suppliers when required to resolve incidents
  • Daily system maintenance checks and administration tasks for the department
  • Providing support for desktop PCs, laptops and smartphones
  • Creating user guides and FAQ knowledge documents
  • Deployments and upgrades to equipment as requested
  • Providing support for a wide range of software throughout the organisation

You will need the following skills:

  • Good foundation knowledge of Microsoft Windows desktop environments and other Microsoft products
  • Ability to work on own initiative, to meet deadlines, and in a flexible, pro-active way
  • Ability to prioritise workload and multitask
  • Effective written and verbal communication skills to enable you to engage with users via telephone, email or Teams
  • Ability to provide excellent customer service
  • Good attention to detail
  • Ability to work effectively as part of an IT team to deliver added value to the organisation
  • Positive attitude and willingness to learn
  • Good timekeeping skills

Salary:

£21,840 per annum

Working hours:

Monday to Friday, 9am – 5pm

Benefits:

  • Competitive salaries aligned with Scottish Living Wage which are reviewed annually and benchmarked
  • 34 days holiday each year. You can also buy and sell holidays, so you will have the flexibility to benefit from additional leave if you're planning a special holiday
  • We welcome flexible working and will work with you to accommodate your requests if we are able to
  • Health cash plan
  • Cycle to work scheme
  • Access to register for a Blue Light Card
  • Employee discounts
  • Enrolment on to pension schemes
  • Continuous learning and career development
  • We are disability confident employer, we guarantee that we will offer an interview to all disabled candidates who meet the essential criteria for the role.

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.

If you are interested in starting your career and receiving a work based qualification at the same time APPLY NOW

Bield Housing & Care Scottish Charity SC006878