IT Service Delivery Apprentice

2 months ago

Coventry, United Kingdom QA Ltd Full time

**About Us**:
Cygnet Health Care was established in 1988. Since then, we have developed a wide range of services for individuals with mental health needs, autism and learning disabilities within the UK.

We have built a reputation for delivering pioneering services and outstanding outcomes for the individuals in our care.

We maintain a good relationship with our quality regulators and undergo regular inspections, with 83% of our services rated ‘Good’ or ‘Outstanding’. We also operate an internal system of quality care, treatment and positive outcomes.

**Overview**:
You will have the opportunity to gain valuable skills and experience as you complete a IT Azure Cloud Support Specialist - Level 3 Apprenticeship.

The purpose of this role is to train and teach the individual how to support and maintain systems and software used within the Cygnet Health Care day to day operations.

The role will include logging and managing support requests on our internal Service Desk system, problem diagnosis, work allocation and resolution while working to Service Level Agreements.

The role will be primarily based at the Coventry Digital Services Office, but may on occasion require travel to other sites as dictated by service and team requirements.

**Main Duties and Responsibilities**:

- Keeping clear and up-to-date information about the hardware deployed within the Asset management solution.
- To resolve as many queries on first contact as possible within the remit of the team and within knowledge. To escalate within the team if you are unable to deal directly and to ensure knowledge is gained going forward.
- Log all queries on the Service Desk management software ensuring ‘tickets’ are fully noted, categorised and assigned and managed within SLA’s.
- To prioritise and escalate tickets accordingly.
- Identify problems from repeat incidents and escalate internally.
- To be able to provide meaningful instruction to users at their technical level of understanding, and be able to advise users on best practice (E.g. File management and storage issues).
- To provide general support including support Microsoft Office products.
- To administrate company mobiles phones and provide guidance.
- Administration of user accounts using Active Directory.
- Support printer and photocopiers and liaise with the leasing company to manage fault resolution and facilitate meter readings.

The above duties are neither exclusive nor exhaustive and the post holder may be required to undertake duties as directed that are within the competence of the post holder and compatible with the expectations of the post.

**What we are looking for**:
**Skills and qualities**:

- An excellent understanding of IT
- Commitment to provide good customer service
- A natural aptitude for understanding technical information
- A positive, ‘can do’ attitude
- Career focused and self-motivated

**Entry requirements:**

The entry requirements for this Azure Cloud Support Specialist programme are as follows:

- 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.

**Find out more here:**

**Future prospects**:
Upon successful completion of the apprenticeship, you may have the opportunity to gain a full-time job - depending on performance.

**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 lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.

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