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IT Service Desk Apprentice

Employer Description:


University of Sussex – a highly-ranked, research-led UK university. A great place to work with support and career progression.



Vacancy Description:



An exciting opportunity to learn and earn with this Infrastructure Technician apprenticeship. Working with the prestigious University Of Sussex.



Through a period of apprenticeship and training, you’ll learn and develop the necessary skills, expertise and experience to provide assistance to the members of the IT Service Desk team and ultimately be able to fully perform the role of IT Service Desk Co-Ordinator.



This apprenticeship is delivered by QA, a national award winning, Ofsted Outstanding training provider. You will be expected to attend classroom training in the duration of your 15 month apprenticeship. This qualification will give you a BCS Level 3 along with additional Microsoft qualifications. Long term employment may be given to the right person who shows the skills, behaviours and attributes for the role.



Under the supervision and direction of the IT Service Desk Manager and other members of the IT Service Desk team, you’ll develop a full understanding and an ability to perform the key tasks and responsibilities of an IT Service Desk Co-Ordinator.



Main role / Responsibilities: [will include but not be limited to]:



  • Working with others, developing skills to provide the customer interface to IT Services via counter services, telephone and electronic communications. Contribute to handling incidents, problem records and service requests; proactively seeking resolutions for customers; dealing with issues and complaints in a professional and calm manner.
  • Learning how to provide first line technical support on all IT related matters aiming at resolving incidents at first point of contact wherever possible. The enquiries may be in-person, on the telephone, via email or directly logged into the Service Management Tool.
  • Communicating with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Contributing to user support for core University hardware and software.
  • Assisting with the creation and maintenance of IT Accounts for the whole range of University members and visitors.
  • Resetting passwords, setting email options, renewing, removing and amending user accounts and granting appropriate access to staff using the university central database. Assisting users whose access to IT facilities has been temporarily withdrawn, explaining why the account has been withdrawn and if appropriate, helping them to have access reinstated.
  • Analysing and answering queries from students using the University's online registration system.
  • Issuing, monitoring and discharging a wide variety of AV equipment to staff and students using inventory management software.
  • Assisting with the management of the printers in the Service Centre and the printer payment system for IT clients. Ensure printers are available - diagnosing, resolving or escalating printer system issues.
  • Assisting staff and students with support for connecting their personal computers to the University network.
  • Assisting with, supporting and demonstrating solutions to students and staff when encountering difficulties using supported applications on IT Services computers and equipment.
  • Taking responsibility for locking and opening the Service Centre as appropriate.
  • General Duties associated with a busy IT Service Desk.
  • Maintaining accurate records and reporting information on the level of faults and requests by logging all relevant incident/service request details with correctly allocated category and priority information.
  • Developing an understanding of how to delegate incident/service requests which cannot be resolved at first point of contact to the appropriate group, providing sufficient triage information to inform further investigation and resolution.
  • Understanding how and when to refer to the appropriate manager any incidents that require further escalation.
  • Communicate a wide range of often complex technical information to in-person enquiries at the Service Desk, ensuring the information is delivered using language which can be understood by the client, in a supportive, diplomatic and helpful manner.
  • Contributing to effective communication with all staff and students in the resolution of faults and requests.
  • Endeavouring to pursue continuous service improvement culture, contributing to, maintaining and updating procedures.
  • Assisting others to define and maintain knowledge data by amending and creating documents under the approval of the IT Service Desk Manager.
  • Endeavouring to keep abreast of current and emerging hardware and software technologies.
  • Assisting others to provide cover and technical support in other areas of IT support as required.
  • Maintaining a personal development programme as agreed with line manager.



Required Skills:



  • Good communication skills
  • Understand and know how to deliver a good customer service
  • An interest and enthusiasm for IT






5 GCSE qualifications at grade D (or equivalent) or above. This must include Maths and English.



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.


IT Service Desk Apprentice

Apprenticeships, Advanced Apprenticeship

Published on 30 May 2020