IT Support Apprentice (Hyde Housing Association)

Act as an instant and accessible point of contact for all incoming IT related issues. Gather appropriate information from customers to comprehend issues, queries or complaints. Resolve or refer IT related issues to full resolution. This role includes an emphasis on good customer service apprentices will be at the forefront and communicating regularly with our technological need for our internal workforce.  Problem solving so resolve tech issues and knowing where to signpost certain problems is incredibly important. Act as an instant and accessible point of contact for all incoming IT related issues. Gather appropriate information from customers to comprehend issues, queries or complaints. Work to SLA (service level) thresholds for incidents, requests and problems, prioritising and managing workload effectively, managing several open incidents/problems and mini projects simultaneously. Use knowledge of Hyde’s operating environment and software applications to diagnose and resolve problems where possible and escalate to the responsible team if not able to resolve at first touch. Ensure that all hardware requests are logged correctly and contain the relevant information required for approval. Process new starter and leaver requests and setup and change processes as per departmental procedures. Always ensure confidentiality of users and customer data. Give users guidance regarding the IT security policy. Escalate calls to appropriate individuals/teams as necessary. Demonstrate a proactive and proficient approach to dealing with IT service desk support through the systematic handling and recording of standard processes and procedures. Work closely and in collaboration with the wider technology teams to ensure an effective all-round customer focused service is always delivered to both internal and external customers. Develop the skills and knowledge to function in the team and to complete the apprenticeship standard. Complete the apprentice standard in the allocated time. Ensure all course work and assignments are completed. Attend all meetings with professional coach and all training sessions.

Training:

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

·       Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.

·       Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.

·       Prioritise systems support tasks and monitor and maintaining system performance.

·       Maintain regulatory, legal and professional standards.

·       Support the information systems needs for your business.

Training Outcome:

We aim to secure permanent positions at the end of an apprenticeship as well as offer experience. In the instance a role cannot be secured, we will aim to provide employability support.

Employer Description:
Hyde Housing Association are a leading affordable provider in South East England, London and Kent. We provide business functions which support our internal operational sub services, our technology team are the pivotal infrastructure supporting our service level capabilities, with a workforce of 1400 people.

Working Hours :
Monday - Friday 9am-5pm

Skills:
Communication skills,Problem solving skills,Proactive,Intuitive,Self motivated,Drive to learn,Time management skills,Honest