IT & Communications Help Desk Support-Junior

4 weeks ago

Leicester, United Kingdom Estio Training Limited Full time

Level 3 Information Communications Technician
Company – The Royal Air Forces Association
67 per hour, rising every 6 months by £0.The RAF Association is one of the oldest military charities. We offer support to an RAF community of one million people. Every year we help more than 85,000 people to overcome difficulties ranging from physical and mental wellbeing issues to financial struggles.
Estio Training have an exciting new opportunity for a IT Support Apprentice with The Royal Air Forces Association, a Welfare Charity Supporting the RAF Community based in Leicester.
This apprenticeship role will be part of the IT service within the Association, supporting all our internal customers with their first line support IT helpdesk needs.
The IT Support Apprentice will be supported to deliver first-line IT support a part of our IT helpdesk. This involves responding to “tickets” raised via the IT helpdesk from our customer group and providing an effective service. The role will provide an insight into a wide range of processes in relation to network and infrastructure and apprentices will learn key skills related to IT resolution, prioritisation and customer service and will ultimately cover the following primary responsibilities:
Supporting the provision of 1st line technical support for all hardware and software incidents raised by Association users.
Monitoring user support tickets and ensuring service is delivered to the agreed service level agreements (SLA’s).
Installation of new hardware devices. (including Computer Workstations, laptops, tablet devices, telephone handsets, printers and other peripheral devices).
Following procedures surrounding the installation of software applications and deployment of application updates and patches.
Supporting the management of user accounts, permissions and passwords.
Following procedures in relation to the installation and monitoring of Antivirus solutions.
Assisting troubleshooting and identifying network faults.
Monitoring and supporting of server applications.
5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Knowledge and experience of functionality within Microsoft Office suite of applications.
Personal qualities:
Confident telephone manner and written communication skills as the role will involve telephone and email contact with our internal customers.
The role offers long term security and the opportunity to progress into a permanent position.
This role links to our IT Support Engineer job role. Following successful completion on the apprenticeship programme, the apprentice will move to a Junior IT Support Engineer role for a further 18 months. Provided performance and competencies are of the appropriate standard at the end of this period, the role will convert to the role of IT Support Engineer at the end of month 36.
Training to be provided:
Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.
Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:
Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
Prioritise systems support tasks and monitor and maintaining system performance
Maintain regulatory, legal and professional standards.

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