It Service Desk Level 3 Apprenticeship - Dover District Council

About the role

Launch your IT career journey with Dover District Council! 🚀

We're on the hunt for enthusiastic individuals to join our team as IT Support Apprentices. This is your chance to gain hands-on experience and build a solid foundation in technology. You'll be the go-to person for first and second-line tech support, ensuring our staff, councillors, and residents have seamless access to the services they need. Think of it as being the tech superhero for our council! 🦸‍♀️🦸‍♂️

What you'll be doing:

• Keeping our services running smoothly for everyone. ✅
• Setting up, securing, and supporting devices like laptops, desktops, and mobile phones. 💻📱
• Making sure our equipment and software records are spot on in systems like Intune. 📝
• Helping out with essential applications that our teams use every day. 🧑‍💻
• Keeping software up-to-date and patching up any security weak spots. 🛡️
• Troubleshooting and fixing tech issues across a range of devices and systems. 🔧
• Logging and updating support tickets, and sharing your knowledge by creating helpful guides. 📚
• Implementing approved IT changes with precision. 🔄
• Maintaining accurate databases for software and assets. 📊
• Keeping an eye on things in Microsoft 365 to catch and fix issues before they become a problem. 👀
• Creating, configuring, and managing user accounts and related systems, including our phone lines. 📞
• Working with databases like SQL and Oracle. 💾

Skills we're looking for (or keen to develop!):

• A basic grasp of how computers, software, mobile devices, networks, and cloud services work. ☁️
• Understanding of customer service and how to provide awesome support. 👍
• Knowledge of cybersecurity basics – think strong passwords and keeping data safe. 🔒
• Awareness of IT service management – how we handle requests, incidents, and changes. 🎟️
• Awesome communication skills, both written and spoken, especially explaining techy stuff simply. 🗣️
• A can-do attitude and a knack for making customers happy. 😊
• Great problem-solving skills to figure out and fix technical challenges. 🤔
• Ability to juggle tasks and manage your time like a pro. ⏱️
• Proficiency in Microsoft Office (Outlook, Word, Excel, Teams). ✉️📊
• Ability to work solo or be a team player. 🤝
• Super organisational skills with a keen eye for detail. 👀
• Discretion in handling sensitive information. 🤫
• A hunger to learn new tech and grow your skills! 🌱

Bonus experience that would be great:

• Any experience using computers, software, or mobile tech, even from school, personal projects, or volunteering. 🏫
• Previous experience in customer service or supporting others. 🙋‍♀️
• Working well as part of a team. 👥
• Meeting deadlines and getting tasks done. ✔️
• Troubleshooting tech issues and finding solutions. 💡

Entry Requirements:

• 3 GCSEs (or equivalent) at grade 4+ (A-C) in any subject.
• GCSE Maths and English (or equivalents) at grade 3+ (D or above).
• Important: You shouldn't already have a qualification at the same or a higher level in a similar subject. If your qualifications are from outside the UK, you'll need an official comparison document. Don't worry if you don't have all the exact qualifications – if your experience shows you've got the foundation we need, we still want to hear from you!

What we offer:

• Generous Holiday: 22 days annual leave plus public holidays. 🏖️
• Work-Life Balance: A flexible working environment that supports a healthy balance. 🧘‍♀️
• Wellbeing: Health and wellbeing support services. ❤️
• Pension: Access to the Local Government Pension Scheme (LGPS). 💰
• Remote Options: A remote working policy, offering home/hybrid working depending on the role. 🏠
• Development: Plenty of opportunities for continued professional development. 📚

Plus, access to loads of perks:

• Free support from Vita Health Group. 🆘
• Free eye tests and contributions towards glasses for screen use. 👓
• Benenden Healthcare membership. 🏥
• Cycle2Work scheme. 🚴‍♀️
• Civil Service Sports Council (CSSC) membership. 🏅
• Vivup employee benefits for great store discounts. 🛍️
• Discounted leisure centre memberships. 🏊
• Additional Voluntary Pension Contributions (AVCs). 🏦
• Low emission car lease scheme. 🚗
• Future Prospects: An incredible 90% of QA apprentices secure permanent employment after completing their course – that's 20% higher than the national average! 🎉

Ready to apply?

Click the apply button to find out more and submit your application. Pro tip: Applications might close early, so don't delay – apply today to avoid disappointment! 🏃‍♀️💨

Key responsibilities

• Deliver first and second line technology support for the Council.
• Ensure availability of services to staff, councillors, and residents.
• Setup, secure, deploy, and support endpoint devices.
• Troubleshoot and resolve issues on endpoints, servers, audio video equipment, and telephony.
• Log and update support tickets, creating knowledge articles as required.

Skills