IT Support Apprentice

Main day to day responsibilities:

• With support from experienced colleagues, you will help provide a responsive and customer-focused IT support service to staff across the organisation
• Learn how to diagnose and resolve common IT incidents and service requests, escalating more complex issues when required
• Learn how to support users with hardware, software, mobile devices and Microsoft 365 applications
• Assist in setting up laptops, phones and equipment for new starters
• Use the IT Service Management system to accurately record, categorise and track support requests
• Support colleagues with basic troubleshooting and clear user guidance, communicating in accessible language and avoiding unnecessary technical jargon
• Help keep colleagues informed about the progress of their support requests and learn how service targets are managed
• Work with other Digital and Technology colleagues and external service providers to support the resolution of incidents and requests
• Learn how starters, leavers and organisational changes are reflected in system directories and group memberships, following the correct authorisation processes
• Look for opportunities to improve the user experience and share suggestions with the Service Desk Supervisor
• Participate in training, apprenticeship workshops and self-development activities
• Work towards achieving your apprenticeship qualification and agreed learning objectives
• You may be required to travel to other Arts Council England locations across England
• You will contribute to a positive working culture by taking a proactive approach to learning, responding to change, inclusive practice and environmental responsibility
• You will reflect the Nolan Principles of Public Life and Arts Council England's values, with a commitment to equality, diversity and inclusion