Post Title: Support Specialist Apprentice
SBU/Department: Library and Computing Services (LCS)
FTE: 1.0 FTE working 37 hours per week
Duration of Contract: Permanent
Salary/Grade: Starting at UH4 £24,248pa increasing to a UH5 on successful completion of the apprenticeship
Annual Leave: 25 days plus standard public holidays and an additional 4 days including the closure of our office between Christmas and New Year
Location: College Lane Campus, Hatfield
This is an exciting opportunity for an individual who is passionate about computing support and wants to progress a career within the IT sector. As an apprentice, you'll be working closely with our First- and Second-Line IT Specialists, supporting students and staff with their IT requirements as well as working with other teams within LCS.
The successful applicant will have a keen interest in IT and must be able to work as part of a busy support team. Working closely with university students and staff you will need to build relationships with both internal and external customers, so excellent communication skills and customer service is paramount.
Main duties and responsibilities
The apprentice is expected to uphold the professional ethos of LCS and establish and maintain constructive working relationships with staff on a one- to-one basis and through team working. They will co-operate to develop and continuously improve services provided by LCS. Due regard must be given of LCS, and the University's mission statements and the University's policies and procedures.
•Dealing accurately and swiftly with customer enquiries via telephone and email
•Ensuring all enquiries are logged with a clear description of the issue into the universities call management system
•Recognising when a call or email is urgent and escalate accordingly
•Carrying out configuration and testing of new kit prior to installation across the 2 campuses
•To undertake the physical tasks associated with this role i.e. replacing computers in teaching rooms, assisting office moves by configuring IT and installing equipment
•The ability to work as part of a team, whilst remaining self-motivated and managing your own workload
Skills and experience required
We are looking for an individual who is well organised, shows attention to detail, and is an excellent communicator. IT skills are fundamental for this role, so you will be IT literate demonstrating a strong knowledge of Microsoft Office. A team player who can demonstrate a good understanding of customer service. You will be keen to learn, looking to develop your IT skills and knowledge.
Qualifications required
GCSE Maths & English C/4 and above or equivalent
What kind of training will you receive?
This is a 20 month apprenticeship programme where the successful applicant will undertake the Information Communications Technician Level 3 apprenticeship with one of our training provider partners and will require 20% of their time off-the-job-learning to complete their training activities within the workplace. This is supported by a workplace mentor and your line manager.
APPRENTICESHIP ELIGIBILITY CRITERIA
The candidate should not have undertaken any previous training which would duplicate the training they will receive under the apprenticeship.
We regret that we are unable to offer UKVI sponsorship for this post; applicants will either hold UK Right to Work or demonstrate access to UK Right to Work before an offer is made.
We particularly encourage applications from women who are under-represented in the University in this discipline.
Please view the job description and person specification for a full list of the duties and essential criteria. Please attach a personal statement showing clearly how your skills and experience match the Person Specification.
Contact Details/Informal Enquiries: Becky Wainwright, Support Manager - IT Email: [email protected].
Closing Date: 08 September 2024
Interview date: 18 September 2024
Reference Number: 061295
Date Advert Placed: 21 August 2024
Our vision is to transform lives: At the University of Hertfordshire we are committed to equality, diversity and inclusion and building a diverse community. Towards that aim we particularly encourage applications from candidates likely to be underrepresented within Library and Computing Services. These include people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQI+.
We offer a range of employee benefits including generous annual leave, flexible location opportunities within the UK, discounted Sports Village memberships and free Active Staff sessions, personal and professional development and family-friendly policies. #GoHerts