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ICT User Support Apprentice

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Great Cambourne, Cambridgeshire QA

Job Reference:  MP-33501-80416
Job level:  Apprentice
Employer:  QA
Industry:  IT
Job Type:  Full Time
Salary:  £10,000 - £19,999
Salary and Benefits:  Up to 18278 UKP per year

Location

County:  Cambridgeshire
City:  Great Cambourne
Post Code:  CB23 6FY

Description

Employer description: 


Bedfordshire Fire and Rescue Service provides emergency response, prevention and protection services across the county as well as across our borders in support of our neighbouring communities. 


We are an equal opportunities employer that welcomes applications from all sections of the community.


Bedfordshire Fire and Rescue Service’s recruitment and selection procedures reflect our commitment to safeguarding and promoting the welfare of Adults, Children and Young People and all staff and volunteers are expected to share this commitment.


Overview: 


The key role will be to provide a customer focused ICT Support service to stakeholders throughout Bedfordshire and Cambridgeshire Fire and Rescue Services.


This includes logging calls through to successful completion, keeping users updated throughout the process and attending user support fault calls as an engineer to resolve issues where necessary.  General Admin duties, training and developing themselves. 


The successful applicant will receive full training on the job to get themselves to an acceptable level of all the below attributes. When the apprenticeship is complete, they will have transferrable skills to use inside or outside of BFRS, CFRS & ICT Shared Service. 


The purpose of this job description is to indicate the general level of responsibility of the post. 


The detailed duties may vary from time to time without changing the general character or level of responsibility. 


You will be responsible for:



  • Act as initial point of contact within ICT for all incidents and requests from users within the Services and always provide an extremely customer focused service to all users. This includes proactively managing calls, setting appropriate priorities to ensure work is completed in line with Service Level Agreements (SLA) ensuring customer expectations are managed throughout. Escalate workload issues to ICT Support Team Leader for resolution.

  • Allocate calls to internal ICT support groups and 3rd party organisations responsible for providing support services and ensure they respond to such calls in line with established Service Level Agreements. Escalate all breaches of SLA’s to line manager.

  • Ensure all documentation (for example asset registers) relating to software, hardware and firmware assets, including information relating to the configuration items, their dependencies and relationships are accurate, complete and up to date. Ensure that accurate records to track them through their lifecycle are maintained.

  • Adhere to all operational processes and procedures that cover all areas of the ICT Support Team’s responsibilities to ensure compliance with ISO 27001 and ITIL standards. Ensure required records kept are complete, current and accurate.

  • Provide support on the Service Desk (both telephone and emails received into the desk.

  • Hardware installs including, laptops, mobile phones, alerters, tablets

  • To undertake any other duties of a similar level and responsibility as may be required.

  • To attend such training/personal development courses as may be considered necessary.

  • Practice and promote equality and diversity and the fair and equitable treatment of all staff and customers within the scope of the post.

  • To support and participate in the formulation of standards and procedures for quality management and customer care expectations.

  • Attending college for set period per week (usually 1 day) and completing all course work in the set time provided. 


What we are looking for: 


Essential: 



  • Full UK Driving License – as traveling between sites will be a key feature to the position. 


Desirable: 



  • Excellent communication skills - both written and verbal 

  • Strong focus on customer experience 

  • Positive attitude 

  • Excellent attention to detail 

  • Exceptional problem-solving skills 

  • A desire to learn and develop 


Entry requirements:


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



  • 3 GCSE's (or equivalent) at grades 4+ (A-C) in any subject

  • GCSE Maths and English (or equivalents) at grades 3+ (D or above)

  • Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject


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.


If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 


Find out more here: 


https://www.enic.org.uk/Qualifications/UKQRS/Default.aspx


Salary:


Hourly rate based on age:



  • 23 and over --- £9.50

  • 21 to 22 --- £9.18

  • 18 to 20 --– £6.83

  • Under 18 --- £4.81


Location: 



  • Required to work flexibly and regularly at Cambourne Fire Station and at all sites of both Cambridgeshire & Bedfordshire Fire Services and regularly work from home assisting and shadowing and learning the role of a User Support Engineer to provide a very responsive ICT support service to all end users. 


Health and Safety: 



  • The post holder is required to comply with relevant health and safety legislation and the Service policies and procedures of Cambridgeshire and Bedfordshire Fire and Rescue Services in the performance of his/her duties. This includes the requirement to take reasonable care of themselves and others affected by their work activities, use equipment correctly and apply safe-working practices effectively, to remove or minimise risk of accident, injury or ill health. 


Future prospects:


The successful applicant will receive full training on the job to get that person to an acceptable level of all the attributes needed so when the project is finished, they will have transferrable skills to use outside of BFRS/CFRS & the Shared Service.


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.

ref: (MP-33501-80416)
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