IT Service Support Apprentice in Borehamwood WD6

QA Apprenticeships
17 Feb 2019
16 May 2019
Contract Type
Full Time

Employer description

Hertsmere Borough Council is responsible for providing services including benefits, car parking, community safety, elections, environmental health, housing needs, leisure and parks, licensing, planning, street cleaning and kerbside waste and recycling collections. You can have a look at what services we provide through the menu on the left-hand side of this page.

We work in partnership with other local authorities to improve the quality of life for residents but we do not have any control over services, which are statutorily provided by other organisations e.g. roads and street lights as they are provided by Hertfordshire County Council. Hertsmere Borough Council is completely separate from the county council with different responsibilities, staff and councillors.

We want someone who is...

Hobbyist, someone that self teaches and builds their understanding in their chosen subject Thrives in a hands on environment Able to work well as part of a team as well as on their own Can give examples of their strengths and knowledge Self-starter Able to follow instructions and complete tasks

Job Details:

Job overview:

We have a busy in-house IT department which provides a comprehensive range of services to all of our departments.

As our apprentice, you will be required to provide technical and service support to IT clients, using the ITIL principles of service operation, including incident management, problem solving, assisting in maintaining the IT knowledge base and dealing with service requests from clients.

You will need to be able to provide excellent customer service and must be able to plan and prioritise to meet deadlines.

The apprentice will study for the Advanced Apprenticeship Infrastructure Technician Level 3 Apprenticeship (equivalent to A-level educational level).

Main role / Responsibilities:

Tasks will include [will include but not be limited to]:

Keeping customers informed of the status of incidents through to resolution and closure Being familiar with Known Errors and having the ability to implement workarounds and ‘quick fixes’ to restore the service Offering solutions by telephone or remotely where possible Receiving and unpacking deliveries and recording the details for the inventory Producing procedural and other documents under the guidance of more senior staff

Desired qualities, skills and experiences:

Competences Customer Focus

Takes a customer service approach to service delivery Strives continuously to exceed customers’ expectations

Outcome Driven

Assesses and handles risk effectively Able to plan and prioritise to meet statutory and organisational deadlines

Organisational Focus

Works collegiately and corporately with colleagues, is outward looking and willing to work across organisational boundaries to get the right results for customers

Problem Solving & Decision Making

Able to effectively liaise with customers, colleagues, outside bodies and Councillors, in writing, by telephone and face to face Able to build effective, supportive working relationships Demonstrates a flexible approach to work Contributes positively within a team environment Able to self-motivate and work with limited day to day supervision

Quality of Work

Able to use all Microsoft Office systems to a good standard Able to quickly grasp the use of specialized computer packages

Desired qualification requirements:

You need to have a minimum of 5 GCSE's (grade C and above) or equivalent, including Maths and English.

Working week:

5 days per week,

Monday – Friday,

36 per week, [all details will be confirmed with the employer]


£11,220 per annum.

Benefits of the role:

26 – 30 days annual leave (depending on the length of Local Government Service) Local government pension scheme Flexible working hours to suit the needs of the service Free car parking A leisure card providing access to gyms Swimming pools and classes provided by Hertsmere Leisure Cycle scheme Season ticket loans Access to a large staff roof garden

Future prospects:

This post is an initial 15 month fixed term contract and is provided through a partnership between Hertsmere Borough Council and QA Apprenticeships.

At the end of the initial 15 month contract the apprentice is subject to achieving the level 3 qualification and their work place performance, the apprentice will be offered the opportunity to continue onto a further 18 month fixed term contract, which will continue their apprenticeship to a level 4 (equivalent to first year degree study).

Important Information:

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.

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