IT Support Analyst Apprentice – London

Level 3 Information Communications Technician

Civica

30 Stamford Street, London, SE1 9LQ

9am-5pm

£15-18k per annum

Please contact Tom on tom.crossland@estio.co.uk or call 0113 3500 333

About the company:

Civica provide a wide range of business-critical software, digital solutions and technology-based outsourcing services which makes Civica a leading partner for customers across national, regional and local government, health and care, education and public safety, together with commercial organisations in highly regulated sectors.

Brief job description:

Estio Training have an exciting new opportunity for an IT Support Analyst Apprentice with Civica.

Job Description:

You will be Responsible for the provision of high-quality product support to civica’s financials’ customer base.

Your duties and responsibilities in this role will consist of:

• Develop knowledge and skill sets to confidently support Civica’s financials’ products and solutions.
• Utilise knowledge and experience of operating systems and databases to investigate reported faults.
• Ensure customer information records are accurately maintained for each installed customer.
• Investigate customer reported problems connecting to customer sites as appropriate.
• Replicate issues and resolve according to contract SLAs.
• Liaise with Development to find resolutions to reported software product defects and to ensure that bugs/change requests are managed effectively.
• Ensure customers are kept advised of problem progression.
• Escalate major issues ensuring key internal staff are kept advised of impact and solution progression.
• Maintain an in-depth understanding of the product, its operation, interface to external systems and data structure.
• Build effective relationships with both internal and external customers.
• Ensure that reported issues are resolved within customer service level agreements.
• Develop customer relationships and attend customer sites when required.
• Assist with product testing, during release phases.
• Produce knowledge base articles from knowledge experience.

Qualifications:

• 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Essential Skills

• Ability to display a high level of commitment to Customer Service
• Excellent communication skills written, verbal and face to face contact
• Ability to work independently recognising and setting priorities for self
• Ability to take initiative to find new and improved ways of working
• Ability to take responsibility and provide an escalation point
• Ability to work under pressure and prioritise a busy workload
• Ability to manage difficult customer situations
• IT confident

Personal qualities:

• Experience of working/supporting financial systems desirable
• IT or Accountancy based qualifications desirable

Future prospects:

The role offers long term security and the opportunity to progress into a permanent position.

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.

For a full list of programme modules visit: estio.co.uk/courses/information-communications-technician