IT Service Desk Apprentice

7 months ago

Wakefield, United Kingdom QA Apprenticeships Full time

**PLEASE NOTE**

**About YPO**:
YPO is one of the leading public sector procurement organisations in the UK. Based in Wakefield they supply around 30,000 products and over 100 services to their customers, providing anything from pens and paper to electricity, energy, and insurance. A not-for-profit organisation, they're owned by 13 local authorities which makes them extremely proud of their public sector roots.

**Overview**:
You will be working towards a Level 3 Information Communications Technician qualification, support technician route.

Working in a lively office environment as part of a team, the IT Apprentice provides technical support to the whole business in a range of activities such as supporting the IT helpdesk. In this role you will be working on improvement activities, therefore you should have the ability to think creatively to solve problems, with an aptitude for understanding processes and investigating technical IT issues.

Your apprenticeship will last 2 years and will include both nationally recognised qualifications and on-the-job training.

**Primary Responsibilities**:

- Answer incoming calls, support staff with computer and software issues as and when they occur
- Assist in providing general IT first-line technical support e.g. replace printer consumables, undertake repairs to hardware and accessories, arrange the collection and delivery of repairable items which are under a support contract
- Record and resolve faults wherever possible, seeking external help where necessary
- Update lists, processes, checklists, and databases efficiently
- Deliver and set up IT and media equipment and support technologies, including the installation and configuration of all PC workstations and associated software packages
- Maintain, clean, and service equipment, performing computer updates and replacements as directed
- Provide reception cover, speaking with customers, suppliers and visitors both face to face and over the phone, dealing with inquiries in a friendly and professional manner ensuring a high level of customer service is delivered
- Be actively involved in YPO’s continuous improvement process, especially the ongoing introduction of best practice policies and procedures
- Learn to contribute to the work of the team in the delivery of projects
- Work co-cooperatively as part of a team to ensure that the department operates consistently and effectively
- Keep up to date with information, training, and development opportunities appropriate to maintaining and developing professional service standards
- Ensure that services are delivered in line with relevant legislation, YPO objectives, and policies including those relating to Equality and Diversity, Customer Care and Health, and Safety
- Undertake such other duties as may be required from time to time that reasonably fall within the scope and grade of the post

**Desirable Knowledge, Skills, and Experience**:

- Technical skills in the use and support of computer systems
- Any part-time or voluntary employment such as shop work or support in a clerical position
- Experience of participation in school/college extracurricular activities
- Experience of working in a team, e.g. sports clubs, hobbies or school project work

**Essential Knowledge, Skills, and Experience**:

- A good understanding of the work and skills required of an IT Technician
- A good working knowledge of Windows and the ability to use MS Office 365 products
- Customer focused with good communication skills
- Self-motivated with the ability to prioritise tasks in order to achieve targets
- Ability to work independently and as part of a team
- An effective problem solver with an aptitude for understanding processes and investigating technical IT issues
- Excellent attention to detail with analytical and judgment abilities

**Key Benefits of this Role & YPO**:

- Local Government Pension Scheme
- An extremely generous holiday package: minimum 23 days annual leave per year + 8 statutory holidays + 3 discretionary closedown days
- Flexi scheme and flexible working arrangements
- Member of the Institute of Customer Service
- Public sector organisation that operates very commercially
- A strong family feel
- Subsidised canteen
- Family friendly policies
- Extensive offer of employee benefits including Cycle2Work, CSSC Membership, Discounted Travel Cards and many more

**Entry requirements**:

- GCSE Maths and English (or equivalents) at grades 3+ (D or above)

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

**For more information please visit the UK ENIC website.**

**Working week**:
37 hours per week.

**Important information**:
QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education. To be eligible for a Government funded apprenticeship you must have

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