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IT 1st Line Support L2 Apprentice

Sparsholt College Hampshire
Pay: £160.00
Location: Hampshire Winchester United Kingdom
Category: Entry Level
Available from: Sep 2018
Finishes on: Ongoing Position
Type of work: Full Time, Indoor & Outdoor
Job reference: E02699215
2018-08-08 2018-08-28

Job Description

What will I be doing? 



Working in a small close knit team with the IT Services manager and other Engineers, specifically to be part of the IT Service Desk. You will be the first point of contact for all end users, responding in a timely fashion to end user queries be they in person via the phone or email. You will need be a good listener and able to interpret customers’ requirements.



The post holder will be able to learn about 1st, 2nd and 3rd Line Support with exposure to Networking and Server support.  The post holder needs to have a keen interest in IT but customer service is paramount.



Duties & Responsibilities:



Responsible for the service desk, including:




  • Responding to service requests submitted by Email, phone or in person

  • Responding to Incidents submitted by Email, phone or in person

  • Maintaining College IT policy and working to relevant SLA’s

  • Logging and recording all tasks on the appropriate system and forwarding to the relevant parties

  • Following change control procedures

  • Providing 2nd line assistance when necessary within sphere of knowledge and competency

  • Any other reasonable work as deemed necessary by the IT Services Manager

  • You will undertake and deliver appropriate staff development and training

  • To comply with and promote College Health and Safety policies and take appropriate responsibility to ensure the health and safety of self and others

  • Ensure compliance with and implementation of all College policies and procedures in respect of Equality and Diversity and pursue the achievement and integration of Equality and Diversity throughout all the College’s activities

  • Assist the College in its compliance with Data Protection, Freedom of Information, Computer Misuse, copyright and information retention legislation

  • Ensure compliance with and implementation of all College policies and procedures in respect of Safeguarding Legislation

  • You will comply with all the required college administrative processes


Personal Qualities :

  • Self-motivated, positive thinking and a ‘can do’ attitude

  • Makes time to think about how best to communicate

  • Strong customer / Client focus

  • Able to communicate effectively in written format and verbally

  • Evening & Weekend work when required



Skills Required :

  • A keenness to ensure effective customer service and user support

  • Keeps fully abreast of, and interested in, IT processes and practices

  • Ability to work systematically accurately and to follow procedures

  • Energetic and enthusiastic about learning

  • Motivated to achieve an Apprenticeship in IT at relevant level activities

  • Ability to assist in effective implementation of Health and Safety procedures

  • Basic IT skills including an understanding of IT principles and terminology



Future Prospects :

Give the necessary skills to work with other employers within the field.


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