IT Service Desk Apprentice

**Employer description**:
Oasis Community Learning was established in 2004. We believe in transforming learning, lives and communities through the development of our Academies within Oasis Hubs.

Oasis Academy John Williams is a 'Good' secondary school serving students aged 11-16 in the Hengrove area of Bristol. We are inclusive of all and are dedicated to creating an outstanding learning environment for all of our young people.

**Overview / Purpose of the position**:
To provide 1st Line hardware and software support, incident management, call logging, asset management, general IT administrative and other IT facility services as part of a Service Desk within the IT Services Department.

The team’s function is to provide staff, pupil and external customers support for all aspects of an IT infrastructure, including Networking, Server, Desktop & Laptop Hardware (Tier 1 Products) and Software.

**Main responsibilities**:

- To respond and resolve requests for IT support in line with the IT departments SLA agreement.
- To ensure that all work is carried out in line with Oasis IT policies and procedures.
- Perform daily checking tasks that are specified for the different shift patterns.
- First point of contact for customers, via telephone, walks ins etc.
- First point of response to phone alert for service incident breaches.
- To initially provide as much 1st line support over the phone or at the point of desk that your experience will allow, gathering all relevant information before escalating.
- Escalate calls where needed to a more experienced 1st line support person or the 2nd line support team.
- Logging calls with 3rd party vendors and liaising with suppliers.
- Management of own incident call queue (i.e. call routing, call updating, and call resolution) using OCMS call manager system, in line with the set SLA and KPi targets.
- Administration of User accounts, reset passwords, assign permissions and manage group policies using Active Directory.
- Administration of the Cisco Telephony system currently Cisco Call Manager and Zeacom.
- Supporting users face to face and over the phone using remote access tools.
- Visiting Academies in order to provide technical support and ad hoc project tasks.
- Installing software, configuring PC's and laptops, and basic troubleshooting.
- Patching in users to the network and telephone system.
- Producing new technical documentation and making changes to existing documentation.
- Creating and imaging laptops and PCs using WDS (Windows Deployment Services) with the latest company image of technologies such as Windows 10 and Office365.
- Creating and updating assets into the asset management database.
- Creating VLAN’s within the Oasis Group on networking equipment.
- Configuring mobile equipment such as iPads, iPhones and HTC’s to the Exchange Server.
- To monitor the call queue and ensure that calls are updated by yourself or by other technicians in a timely manner and also to notify technician’s and\or managers if they are not.
- Basic printer maintenance.
- Troubleshooting hardware such as printers, scanners, laptops and PC’s.
- To complete additional ad hoc tasks as and when required.
- To keep the working area clean & tidy at all times.

**Desirable skills**:

- Good verbal and written communication skills
- Ability to multitask
- Ability to problem solve
- Enthusiastic approach to customer service
- Strong interest in IT
- Experience working within IT or an Educational environment

**Personal qualities**:

- Team player
- Self-motivated
- Proactive learner
- Energetic

**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**:
92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

**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.