Rushcliffe Borough Council provides high quality services to over 112,000 people across parts of South Nottinghamshire.
Its strapline ‘Great Place, Great Lifestyle, Great Sport’ highlights why it is has been named the best place to live in the region in surveys with many residents reiterating their belief it is a can do council, backed up by industry commercial and entrepreneurial awards to its name.
Located close to Nottingham on the banks of the River Trent, Rushcliffe has a strong identity of its own with a thriving sporting and retail centre of population in West Bridgford matched with picturesque villages and small towns with great transport links.
We employ around 260 staff and the majority are based in a new office complex above Rushcliffe Leisure centre. Staff enjoy the modern working environment, discounted leisure centre access and great benefits.
We are offering a superb opportunity to work as an ICT Apprentice in this local authority in South Nottinghamshire and to benefit from a fully funded and structured Level 3 I.T Apprenticeship programme.
To assist the ICT Service desk and become familiar with a wide range of computer related functions and operations such as to ensure that customers requesting assistance of the ICT Service Desk receive a first class, professional service.
To complete the Level 3 Infrastructure Technician Apprenticeship within the agreed timeframe.
Main duties & Responsibilities:
- Service Desk
- Assist with the ICT Service Desk calls for the Operations Team to meet the defined SLA’s and where these are breached escalate appropriately.
- Maintenance and use of Service Desk ensuring all calls are logged with an understanding of priority and business impact, completing and communicating current status with members of the team of any call escalations.
- Assist with the investigation and resolution of 1st line support calls including call logging, diagnosis and resolution as appropriate for incident and problem calls as defined by ITIL standards
- Assist with operational duties carried out on a daily basis including server backup verification, any failures to be prioritised according to severity and action taken to minimise downtime.
- Ensuring any issues from the system environment checks are communicated effectively and remediated where possible.
- Communicate regularly with the ICT Service Support Manager regarding the current status of operations.
- Physical Security - Maintaining good order in Computer Suite and ICT working environments, ensuring all cabling is tidy and any equipment alerts or faults identified in the environment are evaluated and escalated appropriately. Ensuring checks are completed on physical safeguards (UPS, Gas Flooding, and Air Conditioning).
- Physical Security – Maintaining the physical access controls to ensure only authorised personnel have access to secure areas.
- Information Security – Equipment data-wiping ensuring disposals are dealt with in an appropriate manner to protect against data loss.
- Information Security - Proactive monitoring of the server environment to ensure issues are actioned promptly to avoid downtime.
- Information Security - Administer the password, user access and change control procedures ensuring appropriate documentation has been completed and sign off attained.
- Customer Services
- Establish and portray a professional image of the department at all times with a ‘can do’ attitude and setting expectations as appropriate for the resolution of issues whilst demonstrating the willingness to go the ‘extra mile’.
- Knowledge Base
- Create and amend necessary support documentation to ensure known errors and troubleshooting guidance is recorded, assisting colleagues in resolution of ICT issues and ensuring a foundation of appropriate technical knowledge is maintained.
- Technical Projects
- Assist with carrying out technical project work including the Annual Replacement Programme, ensuring targets are met and deliverables are to the required quality and standard.
- Assist with purchases of consumable ICT Items ensuring specification is in line with standards laid down by ICT.
- Maintenance of ICT inventories including Media Library, Software Assets, Hardware Assets, and Communications Lines etc.
- To actively participate in your own development plan which will be agreed with your line manager and the assessor from the training provider.
- To achieve personal development targets, as agreed with your line manager.
- Other Duties
- Carry out any other duties that are reasonably required and not exceeding the grading of the post.
Where applicable: Duties may include attendance at evening meetings and/or work outside normal office hours.
Working hours - - fixed shifts are required to provide Service Desk / Operational cover from 7:30am to 6pm.
- An interest of working in an ICT environment.
- An interest in computer equipment and software and how to troubleshoot problems
Knowledge & skills:
- IT Literate (e.g. Word processing, databases, spreadsheets, Internet)
- Confident using computer equipment
- Flexible, hard working
- Ability to work on own initiative and able to follow management instructions
- A professional approach
- Excellent communication skills
- Customer focussed
- Ability to work as part of a team
- Possess an accurate and methodical approach
- Logical thought process
- Ability to demonstrate a high level of organisational skills
- Able to show enthusiasm for IT related issues
- Physically capable of lifting reasonably heavy boxes and/or equipment after appropriate manual handling training.
- Must be able to use step ladders.
Special working conditions:
- Able to work out of office hours [if required]
- Experience of working to ITIL Framework processes.
- Working knowledge of computer equipment and software currently in use within corporate environment.
- Knowledge of Internet technology
- Knowledge of Local Authority procedures
- Full Driving Licence or working towards one as travelling will be required
- At total of five GCSE’s to include Maths & English at level 4-9 or C/4 or above
- Local government pension scheme
- Flexible working
- Free car parking
- Annual leave starts at 24 days per year
- Reduced membership to local leisure centre
- Discount platform
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.