IT Service Support Apprentice in Borehamwood WD6

QA Apprenticeships
17 Feb 2019
24 Mar 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 providing 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.

Main Responsibilities:

To provide technical and service support to IDS clients, using the ITIL principles of Service Operation. This includes:

1.1 Incident Management:

The Objective of Incident Management is the restoration of normal service as soon as possible with minimal disruption to the client and the business

To be responsible for the resolution of incidents from detection and recording of an incident on the IDS Service Desk through to resolution and closure To keep clients informed of the ‘status’ of incidents from detection until resolution To be familiar with Known Errors recorded in the IDS Knowledge base and to be able to implement workarounds and ‘quick fixes’ in order to restore the service Escalation of problems to more senior staff when appropriate (via IDS Service Desk) Assist the Service Support Team Leader in maintaining the IDS Knowledge base

A service request from a Client could be for information, advice, standard change or access to an IT Service.

For example:

Reset a password Provide standard IT Service for a new User. Maintenance of equipment and replacement of consumables Loan equipment administration

2. To Administrator the IDS Service Desk following the procedures set up and maintained by the IDS Service Desk Team Leader

3. To provide administrative support for the IDS section

4. To participate in the ICT Advanced Apprenticeship, to ensure that all college and workplace assessments are kept up to date and deadlines for completion are met

Desired qualities:

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:

3 x GCSE (or equivalent) at grades A-C in any subject, plus GCSE English and Maths (or equivalents) at grade D or above

Working week:

Monday – Friday,

36 hours per week,

[all details will be confirmed with the employer]


£11,220 per annum


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

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

The IDS Service Support Apprentice will be employed by Hertsmere Borough Council.

The IDS Apprentice will be assigned a mentor while at Hertsmere Borough Council who will provide support not only with day to day activities related to the role but also with the course work associated with the apprenticeship.

Future Prospects:

At the end of the initial 15 month contract and subject to achieving the level 3 qualification and work place performance, the apprentice will be offered the opportunity for a further 18 month fixed term contract to continue their apprenticeship to 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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