Apprentice Digital Support Technician

Core Values (Right Person):

• Do Well by Doing Good
• Gain Creativity by Being Driven
• Gain Control by Being Accountable
• Gain Impact by Being Productive
• Gain Trust by Being Considerate
• Gain Growth by Being Vulnerable

Core Responsibilities (Right Seat):

• Provide digital support to TDM internal and external customers via TDM VLE and other TDM systems.
• Support and implement TDM digital transformation projects that help to modernise online and digital channels in line with current developments in technology.
• Support the implementation and maintenance of collaborative technologies, and digital information systems at TDM, e.g. VLE - Totara and Mahara configurations and improvements
• Support the customer journey implementation from beginning to end and provide support to clients every step of the way.
• Monitor and report on the customer journey data from beginning to end, ensuring customers are following the journey expectations to maximise best outcomes. e.g monitoring attendance, coaching sessions, uploading of work, mentor participation, troubleshooting where necessary and reporting to relevant managers.
• Support and coach external and internal users in their use TDM digital systems.
• Diagnose and resolve external and internal users’ digital problems with accessing and using digital tools within the VLE, for example, VLE navigation, Mahara pages, Assignment uploading to gradebooks , use of TDM supportive systems such as certiport, cisco, O’reilly etc
• Advise on related hardware and software problems in TDM systems, for example enabling cameras , video professional backgrounds on the various virtual meetings, downloading, checking and ensuring e-portfolios and learners logs are fit for purpose etc.
• Reasearch and implement software packages and tools such as collaborative technologies, to interface effectively with external end-users.
• Use and maintain information systems such as VLE and CRM tools to manage service delivery, improve user experience and increase efficiency.
• Help customers and clients register for and access data, products and services through online and digital channels, for example customer access to external services such as AOA, NUS, BCS , etc
• Create and update self-help documentation for users as required.
  Provide advice and training to staff and customers on TDM hardware and software where required, for example use of assistive technologies
• Troubleshoot issues on staff and learners’ computers, such as software, hardware, configuration and user errors, and ensure these are dealt with in a timely manner.
• Be available to work varied hours to support events that require ICT assistance (on rota)
• Any other duties as directed by your line manager and/or a Director.
• Compliance with all TDM policies, procedures and legal responsibilities, including ISO9001 and Cyber Essentials.

• Communication skills
• IT skills
• Organisation skills
• Analytical skills
• Team working

• English GCSE or equivalent, grade 4 (Essential)
• Maths GCSE or equivalent, grade 4 (Essential)
• Excellent IT knowledge and skills (Excel, Word, So Other, grade pass (Desired)