Workplace Support Apprentice
- Recruiter
- The AA
- Location
- Basingstoke
- Salary
- 9000.00 GBP Annual
- Posted
- 04 Oct 2019
- Closes
- 28 Oct 2019
- Sectors
- Apprenticeships
- Contract Type
- Permanent
- Hours
- Full Time
We are the AA. And we keep everyone's show on the road. There for our customers wherever and whenever they need us, we're always ready for anything. That's why, for over 100 years, we've continued to evolve and adapt. Today, as the nation's number one motoring organization, we offer a range of excellent products and services to millions of customers.
Location: Basingstoke
Salary: GBP9,000
This is the jobThe IT Workplace Support Apprentice will be learning to perform an integral role within the End User Computing Team for the configuration & support of all of the end user devices & systems across the AA, which include desktops, laptops, toughbooks, VDI, mobile devices, voice handsets, network points, meeting room AV devices, and other associated equipment and software.
The End User Computing Team provides support including the resolution of support incidents (either first or second level, and via voice calls or emails); providing user advice, proactive guidance and training via the Techhub service; and in-person support sessions which may be at the users desk or an agreed facility, plus the ability to implement and refresh user devices following agreed asset management processes. The apprentice will be learning to build a combination of technical and interpersonal attributes, with good judgement, clear communication skills and the ability to help others.
The Workplace Support Apprentice should be able to log tickets in our Service & Support system - 147 based on ServiceNow. The candidate should have an aptitude and willingness for learning and development, be well presented and be able to demonstrate an ability to be proactive with a good level of maturity.
An understanding of IT Systems, processes and devices would be beneficial.
What will I be doing?- Manning the Tech Hub on a day to day basis and ensuring coverage during agreed hours
- Assisting EUC customers in diagnosing and resolving Level 1 issues in computer hardware and software
- Maintaining the IT Asset system and producing monthly reports
- Installing and upgrading hardware and software and providing complete assistance while configuring hardware & software, and peripherals for end user systems.
- Attend learning and development training - either in house or via apprentice training scheme and maintain attendance in line with course requirements
- Providing one on one assistance to the end user regarding technical issues, either by phone, emails or in person
- Managing small to medium scale user moves, including all associated devices, connectivity & testing
- Resolving network related issues like local area connection problem, network access, mails, internet, Skype, dial-ins, etc.
- Providing assistance in the installation of other peripherals like printers, scanners, AV equipment. Also, cabling systems like local area network cables, network interface cards, wired switches, etc.
- Provide twice daily checks on all meetings rooms and equipment at our Basingstoke office
- Developing strategies, assisting with designs and applications, software testing, development, and proactive work with users to prevent future incidents.
- Monitoring and analysing the performance of upgraded systems, keeping track of its performance, reliability, risks, and benefits.
- Providing input to creating End User materials such as brochures and training leaflets across all device types.
- Coordinate the EUC news, alerts and internal social media channels such as Yammer
Standard Responsibilities
Ensure Treating Customers Fairly (TCF) is embedded in the culture of the AA to deliver the six customer outcomes of right culture, right information, right delivery, right targeting, right advice, and right post sales treatment.
Health and safety requirements
Conduct yourself, and carry out work, to ensure compliance with the Company's Health, Safety and Environmental Policies.
What do I need?Basic experience:
- A basic understanding of computers and mobile device technologies
- A basic understanding of the Internet and how it works
- A basic understanding of customer service
- A basic understanding of Microsoft Windows operating systems
- A basic understanding of either IOS (Apple) or Android (Samsung) mobile phone operating systems
- Demonstrate able communication, both orally and in writing, with, colleagues, clients and customers at all levels, both formally and informally - a good communicator.
- Take initiative to keep own skills up to date and maintain awareness of developments in the IT industry.
- Good knowledge of analytical techniques and methods and problem-solving skills
- Comfortable working with senior staff, both business and IT
- Have demonstrable documentation skills
Education and Qualifications:
- Secondary Educated to GCSE with a pass
Personal Characteristics:
- A service orientated driven individual who is committed to continual service improvement.
- A security conscious individual
What else is expected of me?
Good conduct matters at the AA. It's very important that you act with honesty & integrity, are respectful of others and have a consistent desire to do the right thing. Everyone at the AA lives these behaviours, so we are all able to support the delivery of good outcomes for our customers.
The duties listed are not exhaustive. Additional hours of work may be required, as determined by the needs of the business. Managers and staff may be required to undertake additional duties, responsibilities and projects as appropriate.