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ICT Service Desk Apprentice

Buckinghamshire Fire & Rescue Service
Pay: £14,470.00 Text
Location: Buckinghamshire Aylesbury United Kingdom
Category: Entry Level
Available from: Feb 2018
Finishes on: Ongoing Position
Type of work: Full Time, Indoor & Outdoor
Job reference: E02592414
IT 2018-01-19 2018-02-03

Job Description

The span of the role is organisation-wide in relation to ICT provision. This role centres on the resolution of ICT service requests from internal customers



The post holder will have responsibilities for a range of administrative tasks, these may include, but are not limited to the following:




  • To receive, log and ensure requests for support, information, reports and data into the ICT Service Desk are dealt with by the most appropriate person

  • To perform technical installations, replace consumable items and check correct working of ICT equipment

  • To deliver a pro-active, flexible and approachable ICT service that recognises and meets the varied needs of the different internal customer groups, service hours and working environment

  •  To work with internal customers in a way that is mutually respectful of each other’s skills and needs, based on trust and commitment to the service outcomes

  • To operate a variety of effective channels of communications with customers

  • Use specialist professional judgement when investigating incidents and faults concerning hardware and software.

  • To install or upgrade new hardware

  • To install or upgrade software

  • To visit remote sites with a senior member of the ICT team in order to solve problems and provide advice to internal customers

  • To attend training courses as directed by the ICT Service Desk Manager



There will be an expectation for the post holder to make certain decisions relevant to their technical level in order to resolve ICT service requests, although these resolution outputs will be overseen by the ICT Service Desk Manager.


Personal Qualities :

  • Good customer service skills.

  • Good verbal and written communication skills.

  • Ability to work within a team and to interact with individuals at all levels.

  • Able to prioritise workload.

  • Ability to work on own initiative with minimum supervision.

  • Ability to learn new skills required for the post.



Skills Required :

  • Ability to work on own initiative with minimum supervision.

  • Ability to learn new skills required for the post.

  • Basic ICT problem solving skills and ability to deliver resolutions for internal customers.

  • Exposure to PC support, with experience in supporting Microsoft Windows operating systems or other products.



Future Prospects : At the end of the apprenticeship scheme, we will work closely with the apprentice to identify the next steps, this could include:

A job within Buckinghamshire & Milton Keynes Fire Authority
Further or higher education

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