With ongoing support and development, the postholder will provide first line telephone and technical support via Helpdesk.
Main role and Responsibilities:
- Logging incidents and service requests.
- First line technical resolutions
- Monitoring new incidents and requests via different solutions
- Resolving more complex incidents and service requests
- Completing administrative tasks (creating new accounts, file transfers)
- Escalating issues and where appropriate investigate and diagnose.
- Provide timely updates to service users on the status of outstanding calls.
- Create and maintain high quality, clear documentation of processes, procedures, policies, configuration standards and support guides
Throughout the duration of the Apprenticeship the postholder will learn and develop in order to:
- Undertake duties associated with the running of the ICT helpdesk, including ticket allocation and resolution, phone calls to the help desk and help desk walk in customers.
- Assist other ICT team members with the daily support of IT and other communications equipment located across all RBFRS stations and vehicles.
- Undertake IT and Communications equipment installation work, where the equipment may be office based or vehicle mounted.
- Build and image PC’s before issuing to users & undertake asset management of issued equipment using Fire Watch.
- Support processes involved in project work.
- Shadow other technicians when they are on out of hour’s duty cover, to learn and to assist in emergency repair work to essential equipment.
- Provide ICT technical support to fire crews at operational incidents under supervision.
- Knowledge of Microsoft software
- Practical knowledge of installing software on computer systems
- A good understanding of mobile phone technology
- At experienced level / after training
- Knowledge of Cat5/6 cable terminations & Installations
- Practical knowledge of building computer systems (work station /laptop/servers) including imaging software
- Good verbal communication , giving clearly understood instructions to fault find and resolve technical issues
- Able to manage own work load and set priorities
- Able to manage personal time keeping
- Use Microsoft packages: Outlook, Word, Excel and other Microsoft packages.
- Good interpersonal skills – patient and supportive to users.
- Able to show a logical process to fault finding
- Hold a current full UK driving licence or working towards it.
- Prepared to work occasional evening or weekends.
6 x GCSE (or equivalent) at grades A-C including Maths plus GCSE English (or equivalent) at grade D or above.
Monday to Friday,
9am to 5pm.
37hrs per week.
This role will allow the apprentice to potentially progress in to a permanent position after completion.
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.