Overview

- which means that (1) we're funded by the UK Government; (2) wework with local authorities, housing associations, charities and private companies that help older and disabled people to repair or adapt their home; and (3) we're passionate about improving the lives of vulnerable people. We're not just here to support our customers. We're here to help them support their older or disabled clients to remain living independently in their own homes.The  Helpdesk Technician apprentice will provide technical support and expertise for our SaaS software suite Case Manager.

This role will include:

• Communicating with customers in a timely, professional manner and escalating issues to the team as necessary up
• and configuring new client accounts, workflows, and business logic in the cloud.
• Contribute to the effective running of our Service Desk — 1st and 2nd Line support, by responding to and resolving service requests.
• Manage enhancements and small change requests for existing customers.
• Configuring templates and reports.
• Providing input for test processes and supporting customers with User Acceptance Testing (UAT).
• Assist in creating new sites for clients.

Entry requirements

• Ability to work effectively both independently and as part of a team.
• Excellent customer service skills, capable of interacting with both technical and non-technical stakeholders.
• The ability to configure software and troubleshoot issues.
• Microsoft suite.
• Programming and scripting (Preferred)

Skills requirements

Training to be provided

Information communications technicians support the delivery of efficient IT operations; this could be installing and configuring computer systems, diagnosing hardware and software faults, solving technical and applications problems either remotely or in person, including resolving issues such as slow performance, connection problems and an inability to access data. 

Apprentify's ICT apprenticeship covers topics allowing apprentices to support organisations relying on computer and communication systems in all areas of their operations and decision-making processes.  As an ICT apprentice, you will develop skills and knowledge of the industry by learning key IT essentials such as fault finding and diagnostics, preventative measures, routine maintenance, system tools and testing.  You will also gain an awareness of cloud systems and physical and virtual network components including an awareness of security and firewalls, network architecture, protocols and principles of database migration.

Whether you have experience within the field or not Apprentify’s level 3 ICT apprenticeship will give you the tools to get your career started within IT support.

Our Level 3 ICT Apprenticeship Covers:

• Documentation and asset management
• VPNs, remote access, and firewalls
• Operating systems, hardware, and software principles
• Network performance and routine maintenance
• Fault finding and root cause problem-solving
• Testing, scripting, and system performance
• Backup, storage solutions, and network security
• Cloud services and security
• Disaster recovery and network maintenance

Things to consider

Future Prospects