Service Desk Apprentice

2 weeks ago

Manchester, United Kingdom Trafford Council Full time

**Company - Trafford Council**

**Full Address - **Trafford Council, Trafford Town Hall, Talbot Road, Stretford, Manchester, M32 0TH**

**Weekly Hours Worked - 36.25 Hours Per Week**

**Salary - National Minimum Wage or National Living Wage (According to Age)**

**About the company**:
Trafford is a great place to live, work, learn and visit. **From its leafy suburbs to its more urban areas, the borough takes pride in its strong, diverse communities, its cultural and sporting heritage and its position at the heart of the region’s economic powerhouse.**

Trafford Council and its partners in the public, private and third sectors have a Vision which sees us working together to close inequality gaps and maximise Trafford’s huge potential.

Our vision: Trafford - where all our residents, businesses and communities prosper

At the heart of our vision is a common cause - we want to make Trafford a better borough. We want to make it a place where everyone has a chance to succeed and where everybody has a voice. Through our new vision, we are making a commitment to work together across different services and agencies to make the best use of our resources.

**Brief job description**:
Estio Training have an exciting new opportunity for a Service Desk Apprentice with Trafford Council a Metropolitan borough based in Manchester

As part of the wider IT and Digital Services, the role will involve being part of a professional team delivering a wide range of IT support to internal customers.

**Your duties and responsibilities in this role will consist of**:

- Work effectively on the service desk systems, ensuring that all support requests are logged accurately on the relevant ticketing system in a timely manner.
- Work in a supported learning environment to develop the skills and knowledge that will assist the post-holder to complete the level 3 Information Communications Technician apprenticeship, undertaking a range of IT and general administration duties to contribute to the achievement of team objectives.
- Participate in a development programme (on-site and off-site) in order to meet the learning objectives of the apprenticeship/training programme in a timely and professional manner. Completing your learning plan on time, which may include passing exams, submitting workbooks and providing evidence of your development.
- Work closely with your apprenticeship learning provider and develop positive relationships with a wide range of colleagues and key stakeholders.

**Key duties**
- Support the service desk to resolve IT related issues both over the phone, via the IT hub system and during face-to-face bookings.
- Updating incidents and managing them through our system, within the SLA (service level agreement).
- Perform initial triage on requests aiming to resolve without the need for escalation.
- Deliver effective technical support across all desktop platforms, accurately diagnosing basis computer hardware and software faults.
- Use effective questioning and communication techniques to gather relevant information to resolve the request in line with relevant policies and processes.

**Qualifications**:

- 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

**Skills Required**:

- Excellent interpersonal and communication skills both written and verbal.
- A desire to take ownership and accountability to see your work through to resolution.
- Demonstrate problem solving and trouble shooting skills.
- Good numerical skills.
- Ability to adapt quickly to different systems and processes.
- Good planning and organisational skills and the ability to prioritise your own workload and meet deadlines.
- Ability to record accurate information and attention to detail.
- Ability to work effectively as part of a team.
- Ability to work on own initiative with mínimal supervision.
- Ability to work flexibly in order to adapt to changing work priorities and service needs.

**Personal qualities**:

- Have a commitment to learning and strong desire to develop new skills and knowledge.
- Knowledge of current Ms Operating systems.
- Good knowledge of Word, Excel, Outlook and PowerPoint
- Keen interest in technology.

**Future prospects**:
The role offers long term security and the opportunity to progress into a permanent position.

**Training to be provided**:
Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

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

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