Apprentice IT Officer (1st Line – Service Desk Analyst) – London

Level 3 Information Communication Technician

Company: Electoral Commission

Full Address: 3 Bunhill Row London, EC1Y 8YZ

Weekly Hours Worked: 36 hours Monday to Friday with 4 days onsite (Monday, Tuesday, Thursday and Friday)

Salary: £13.85 per hour (London Living Wage)

Contact Information:
Please reach out via email LeiaKnights@bpp.com at or call 0113 3500 333

About the Company:

The Electoral Commission is the independent body which oversees elections and regulates political finance in the UK. We work to promote public confidence in the democratic process and to ensure its integrity.

Job Description:

Estio Training is thrilled to offer a new opportunity for an Information’s Communications Technician Apprentice.

Role Summary:

Under the direction of the Senior IT Officer, to provide 1st Line Virtual and Desk Side support service to the Commission’s users of IT and to ensure that their systems function effectively in a trouble-free manner. To help the Commission’s staff make the best possible use of their IT systems.

The applicant must have experience and track record of providing exceptional customer service. Great communication skills are essential and able to work in a small dynamic team.

Key Responsibilities:

As an IT Apprentice your main roles and responsibilities will include:

Service Desk

• To work on a busy IT Service Desk (4 days onsite) providing telephone and desktop support to over 230 staff, over 4 sites, hybrid workers and permanent home workers. This will include travel to our sites when necessary.
• To be the 1st point of call on the IT Service Desk and be responsible for logging queries and problems in the IT Service Desk System.
• To troubleshoot/resolve and provide 1st time fix on basic IT issues.
• To capture full detail of IT incidents/service requests and escalate to 2nd or 3rd Line when required.
• To take ownership of IT requests and to make sure that they are resolved within agreed SLA.
• To Support the IT Service Desk analyst in day-to-day tasks and projects
• To support Video Conferencing and Telephony systems (MS Teams)

Hardware Support

• To assist in the Commission’s hardware replacement programme which includes configuring laptops, Docking stations, monitors and other equipment.
• To ensure that the Commission’s MFD’s perform satisfactorily and are kept supplied with consumables.
• Configure and support mobile devices (iPhones and iPad).
• Fix and resolve IT Hardware issues used in the commission such as: Laptops, Docking stations, Monitors, Printer, MFD’s Video Conferencing etc

 IT Documentation

• To provide advice, guidance, and basic one-to-one training in the use of the Commission’s IT systems.
• Creating and updating Service Desk documentation and user guides.

IT Security

• To help to secure the Commission’s IT systems to guarantee the security and integrity of its data.
• Password Management: Resetting end-user passwords for various applications and systems.
• Security Process Participation: Collaborating with service desk management to develop and review division security processes and procedures.

Auditing

• To help and assist with IT auditing and asset tracking.
• To audit IT consumables, order new supplies.
• Traveling to devolved offices for asset management.

Qualifications:

• Educational Requirements: Grade 4/5 or above in English & Maths GCSE

Skills Required

Specialist knowledge and experience:

Essential

• Knowledge of iPhone and/or mobile computing solutions with device management

Desirable

• Experience in an IT support role with desk side face to face support
• Experience working with IT Service Desk Software
• MS Office 365 expertise
• Knowledge of MS Windows 10/11
• Knowledge of MS Exchange Administration
• Knowledge of PC/Laptop Installation, maintenance and troubleshooting
• Knowledge of printer installation, maintenance and troubleshooting
• Knowledge or experience of soft phone telephony systems (i.e. Webex or MS Teams)
• Knowledge of MS Teams Video Conferencing systems

Delivering results:

Desirable

• Proven ability to resolve problems relating to Laptops, peripherals and MS O365 Apps
• Problem solving

Essential

• Ability to diagnose and resolve everyday technical problems in the hardware and software used by the Commission
• Planning Ability to prioritise tasks and projects on a daily basis and to reprioritise when necessary
• Communication

Essential

• Building relationships with Commission Staff and providing solution for technical problems
• Experienced in delivering excellent customer service

Desirable

• Ability to communicate solutions to technical problems in a simple non-technical way to users
• Experience of providing one-to-one training to users and Inductions.
• Able to communicate in Welsh
• Team working/managing relationships

Essential

• Able to establish professional working relationships with colleagues
• The ability to work flexibly, both independently and as part of a team
• Personal effectiveness
• A keen interest in all aspects of Information Technology
• Ability to remain calm under pressure

Personal Qualities:

• Demonstrate a willingness to work flexibly with others and respond to their needs.
• Excellent communication skills to manage and work with sensitive data
• Ability to problem solve and look for alternative solutions
• Confident to communicate and work with employees at different levels
• Maintain confidentially
• Punctual
• Able to remain calm under pressure

Future Prospects:

There may be role to potentially recruit into.

For more information, or to apply, please contact us at Hello@estio.co.uk or call [Leeds – 0113 3500 333
We look forward to hearing from you!

Training to be provided:

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

• Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
• Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
• Prioritise systems support tasks and monitor and maintaining system performance.
• Maintain regulatory, legal and professional standards.
• Support the information systems needs for your business.