21 Sep 2018

Apprenticeship Apprentice IT/AV Support Technician

QA Apprenticeships – Posted by QA Apprenticeships St Andrews, Scotland, United Kingdom

Job Description

QA Apprenticeships

Apprentice IT/AV Support Technician

Town: Fife
Postcode: KY16
Salary: £180.00 per week
Closing Date: 2018-12-18
Vacancy ID: 1211-0001-00016374

Company Profile:

We offer school and college leavers who are passionate about IT a challenging, rewarding and quick route into a successful IT career. We are actively recruiting for an Apprentice Service Desk Analyst at the company.

Job Details:Skills and Experience:

Key Responsibilities:

Under the supervision and direction of the Desktop Operations Supervisor and other members of the IT/AV teams, develop a full understanding and an ability to perform the key tasks and responsibilities of an IT/AV Support Technician by:

  • Learning how to monitor the IT Call Management system for new incidents and service requests, processing based on priority and urgency.
  • Learning how to and assisting others in the provision of 2nd line support of a wide range of desktop, laptop, mobile, printing, audio-visual, media and telephony technologies as well as standard software applications and corporate systems and services.
  • Learning how to and assisting others in the provision of technical support for internal & external events and specialist teaching facilities.
  • Helping others to efficiently and effectively resolve various IT/AV incidents and service requests e.g. hardware /software queries and AV faults in teaching spaces.
  • Learning how to and assisting others to provide remote and in-person 2nd line support for IT/AV equipment and multimedia technologies in Learning and Teaching spaces, with a focus on a fast, efficient resolution.
  • Learning how to promptly & appropriately escalate complex incidents which cannot be resolved to other team members and/or 3rd line support teams.
  • Assisting in the provision of routine maintenance for all IT and AV equipment in Learning & Teaching spaces.
  • Learning how to build, image and configure various PC and Mac hardware devices.
  • Assisting in the support of effective delivery of client operating systems and various software applications for students and staff.
  • Becoming familiar with and when required, participating in operational activities relating to the refresh of staff and student PCs and audio-visual technology.
  • Learning how to ensure service and operational level agreements, service standards and agreed customer satisfaction levels are achieved by promptly dealing with IT/AV incidents and service requests.
  • Helping to maintain a high degree of customer service for all support incidents & service requests and adhere to best practice IT Service Management principles.
  • Learning how to contribute to procedural documentation to assist the Service Desk team with effective and efficient resolution of common incidents.
  • By Liaising, communicating and collaborating with other colleagues within IT Services, learn how to and assist in providing a seamless customer journey.
  • 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/AV

Qualifications

You must have at least 5 National 5 grades, qualifications must include Maths and English.

Additional Information:

  • 36.25hrs a week
  • £9360.00

Important Information

“QA’s apprenticeship programmes may be funded in part by the European Union through the European Social Fund, which supports the development of employment opportunities and a skilled workforce.”

For more information about QA Apprenticeships, please visit our website. Note: This advert may close early if a suitable candidate is found before the advertised close date is reached.

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Job Categories: IT. Job Types: Apprenticeship. Job Tags: -, APP, apprenticeship, IT, L3, networking, SCO, Systems, and Telecoms. Salaries: £180.00 per week.

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