Apprentice IT Support Analyst
Role
In this position, your primary responsibility will be to provide 1st line IT support to Caseware Staff across multiple regions in Europe and North America. This role is based at our UK office in Maidstone. Your tasks will include handling IT queries and issues from Caseware staff, and effectively escalating complex issues to our IT Support Analyst while managing employee expectations.
As the initial point of contact for all IT support matters, you will deliver 1st line support and some 2nd line support. Your role will encompass diagnosing problems, troubleshooting, and promptly resolving technical issues. Confidence in taking ownership of incidents is crucial to ensuring the highest level of customer service. Additionally, you will be responsible for overseeing the day-to-day operations of the service desk, ensuring timely escalation of issues to meet SLAs, and effectively prioritising and managing multiple open cases simultaneously. In addition to your support responsibilities, you will also be required to maintain our end-user help guides and technical guides, contributing to the creation and upkeep of comprehensive resources for the Caseware team.
Your duties include:
- Installing, configuring, and imaging corporate devices such as laptops, and Macbooks.
- Maintaining and troubleshooting IT Applications
- Managing user accounts on different IT systems, including Active Directory / Entra (Azure).
- Working across the IT asset management life cycle
- Supporting and managing Cloud-based systems such as Microsoft Office 365 and Google.
- Performing end-user data backups and restoration when necessary.
- Carrying out IT hardware upgrades and repairs.
- Handling the procurement of IT equipment and consumables.
- Maintaining and troubleshooting printers and networking devices such as access points as required
- Offering front-line support and services -Assisting IT workshops for hardware and software projects.
- Maintain our end-user help guides and technical guides
Training
This training programme is completed via an Apprenticeship Standard at Level 3 and learners will achieve a Pearson Level 3 Information Communications Technician qualification.
Apprentices without Level 2 English and mathematics will need to achieve this level prior to taking the End Point Assessment.
Regular training contact will support the learner to develop the occupation standard’s knowledge, skills and behaviours. The learner will build a portfolio of evidence-based on real work projects.
The Apprenticeship Standard has three pathways to choose from:
- Support Technician
- Network Technician
- Digital Communications Technician
Upon successful completion of the apprenticeship, there is the opportunity for advancing within the organisation depending on the business needs at the time.
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- IPS INTERNATIONAL LIMITED
- Working Week
- Monday - Thursday 9.00am-5.30pm Friday 9.00am - 5.00pm - one-hour unpaid lunch per day
- Expected Duration
- 18 Months
- Positions Available
- 1
- Closing Date
- Sunday, 21st July 2024
- Start Date
- Monday, 29th July 2024
Desired Skills
- Communication skills
- IT skills
- Attention to detail
- Problem solving skills
- Team working
- Willing to learn
- Microsoft Office Suite
- Follow Instructions
- Flexible
- Adaptability
Qualifications
- Maths and English GCSE or equivalent, grade 4/C and above (Essential)
- Full Driving Licence Other, grade Pass (Essential)
About the Employer
- Company
- CASEWARE UK LIMITED
- Location
- COUNTY GATE STACEYS STREET, MAIDSTONE, KENT, England
- Employment Type
- Advanced Apprenticeship
- Salary
- £12,313.60
- Posted
- Company
- CASEWARE UK LIMITED
- Location
- COUNTY GATE STACEYS STREET, MAIDSTONE, KENT, England
- Employment Type
- Advanced Apprenticeship
- Salary
- £12,313.60
- Posted