IT Service Apprentice Liverpool City Region Combined Authority

Liverpool City Region Combined Authority · Competitive · Liverpool
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You will learn how to develop yourself as an IT professional within a busy IT team. We will provide on the job training on the IT Service Desk and also provide shadowing opportunities in other IT functions such as Operations, Solutions, Project Management and Governance.

As part of your IT Service Apprenticeship you will develop key essential skills in:

  • Dealing with service desk calls
  • Troubleshooting
  • Applying fixes
  • Conducting root-cause analysis
  • Managing an incident workload

Main Areas of Responsibility:

  • Continuous Improvement in order to develop as an IT Service Apprentice
  • To shadow various IT functions including IT Service Desk, Operations, Solutions, Project Management and Governance
  • Working towards CompTIA A+ and ITIL Foundation Level Qualifications
  • Completion of assessments via workplace observations, written assignments and portfolio of evidence
  • Reviewing and amending Standard Operating Procedures to improve how we operate and develop the required skills of an IT Service Officer
  • Develop an understanding of Customers
  • Develop customer service skills including the ability to talk to people about IT issues who are non-technical, dealing with complex incidents and understanding the requirements of the customer
  • Develop and gain experience in order to provide an efficient service to customers who raise incidents and service requests
  • Appreciate the needs of customers, many of whom are not technical and may be working remotely
  • Develop an understanding of Health & Safety in relation to IT
  • Understand the importance of Health & Safety in the workplace, especially in IT where there are considerations including manual handing and lone working in our diverse estate
  • Learn how to assess risk in IT environments including Data Centres, Communications Rooms and Stores
  • Enhance IT skills and knowledge of processes in order to support colleagues and customers
  • To provide a high level of expertise in IT to support colleagues and customers
  • To understand how an IT Service Desk works from raising of incident to resolution
  • To maintain confidentiality to ensure a professional IT service

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Requirements and prospects

Desired skills

This is an entry level position so we are not expecting lots of experience, but we are looking for a candidate who has:

  • The ability to communicate effectively
  • A willingness to learn and develop in IT
  • A strong interest in developing a career in IT
  • An ability to solve problems

Personal qualities

  • The successful candidate will be a self-motivated individual with excellent problem solving skills
  • It is expected that the successful candidate will work with a great deal of autonomy and professionalism
  • They will need to be able to use their own initiative and set their own deadlines

This is an entry level position so we are not expecting lots of experience, but we are looking for a candidate who has:

  • The ability to communicate effectively
  • A willingness to learn and develop in IT
  • A strong interest in developing a career in IT
  • An ability to solve problems

Personal qualities

  • The successful candidate will be a self-motivated individual with excellent problem solving skills
  • It is expected that the successful candidate will work with a great deal of autonomy and professionalism
  • They will need to be able to use their own initiative and set their own deadlines

Desired qualifications

  • 5 GCSEs (or equivalent) at grades C/4 including GCSE maths and English (or equivalents) are essential
  • IT qualification (desirable)

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