21/09/2018 QA integration London SW18 2PU

Libraries ICT Apprentice – London (SW18) – 16364

  • Sector: i t telecoms
  • Location: London
  • Salary: 10998
  • Level: 1
Libraries ICT Apprentice – London (SW18) – 16364

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Employer description

This role is employed under the Shared Staffing Arrangement between Richmond and Wandsworth Councils. The overall purpose of the Shared Staffing Arrangement is to provide the highest quality of service at the lowest attainable cost.

Staff are expected to deliver high quality and responsive services wherever they are based, as well as having the ability to adapt to sometimes differing processes and expectations.

The Shared Staffing Arrangement aims to be at the forefront of innovation in local government and the organisation will invest in the development of its staff and ensure the opportunities for progression that only a large organisation can provide.

Job overview

To assist the Library Systems Manager in ensuring the smooth operation of all electronic systems and services within the library service running on both the SSA staff network, and the LGFL public network. To assist the Library Systems Manager, and other Library Service Managers where appropriate, in managing and resolving faults and issues with electronic systems and services within Libraries.

Main responsibilities

  • Along with the Library Systems Manager, and other library staff, to provide ICT support to the Library Service.
  • Assist in the enhancement of customer relationships within the Library ICT function and in building and maintaining a customer facing and communicative ethos.
  • Field communications from library staff regarding ICT issues which can be via face to face contact, telephone, text or e-mail. Ensure staff are dealt with in a speedy, effective, efficient and courteous manner keeping them informed of progress.
  • Triage any fault calls received based on the library ICT faults procedure so that the correct system provider is contacted where necessary. Where the fault or issue is with the SSA staff network, advise staff of the correct procedure for contacting SSA IT Support Service.
  • Where appropriate, raise fault calls with third party suppliers using their fault reporting systems. Advise staff of the action taken and liaise and update with the third party provider and staff as required.
  • Liaise with the Library Systems Manager, or other Managers as appropriate, where escalation of a fault is required and undertake any actions as a result of this.
  • Be familiar with systems, processes and reports used within Libraries, and where necessary provide training and assistance on these.
  • Manage fault calls regarding issues with PCs and printers on the public network, diagnosing likely causes and fixing or referring the issue as appropriate.
  • Develop an understanding of the Windows-based self-service kiosks in libraries, so faults can be analysed, log files can be accessed and parameter changes undertaken to aid the functioning of the machines.
  • Identify commonly reported incidents or reoccurring customer questions and document them as articles or “how to” guides for publication in the Libraries Weekly Briefing and on the Libraries shared drive.
  • Understand the functioning of other devices deployed by the library and the software installed on them to aid troubleshooting and to provide guidance in service development. These devices include Chrome boxes, iPads, Android Tablets and the BBC Micro (and may include Raspberry Pi’s in future).
  • Understand the nature of the networks – staff and public – used in the library service to aid in fault identification and in service planning.
  • Manage the suite of security software used to protect the public PCs in Libraries, updating and reconfiguring the various elements as required.
  • Assist in the management of the Active Directory domain environment on the public network. This will involve maintaining and developing Group Policies to control the usage of the public PCs and the software installed on them.
  • Configure and deploy new or replacement PCs, laptops and printers on the public network.
  • Maintain inventories of the equipment on the staff and public networks.
  • Ensure good communication at all levels and make sure that all information given to customers or other stakeholders is accurate and appropriate.
  • Carry out general administrative duties to assist in the provision of an effective and efficient service as required by your post.
  • Carry out any other duties, commensurate with the post, as determined from time to time by the Library Systems Manager.

Required qualities

  • A pro-active approach to client support and an aptitude to work cooperatively with colleagues in different teams and across different sites.
  • Ability to absorb complex technical information and communicate effectively at all levels to both technical and non-technical audiences.
  • Articulate & methodical approach to problem solving.
  • Excellent interpersonal skills, both verbal and written.
  • Self-motivation with commitment, drive and enthusiasm.
  • A general understanding of Safeguarding and its relevance to IT
  • A “can do” outlook with the ability to work on own initiative or as part of a team.

Desired qualification

3 x GCSE (or equivalent) at grades A-C in any subject, plus GCSE English and Maths (or equivalents) at grade D or above.

Working week

Monday to Friday 9am to 5pm.


£11,000 per annum

Benefits/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.

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