2nd Line Support Technician - (Coventry) Apprenticeship

Right now we are recruiting a 2nd Line Support Technician (Apprenticeship) to work in our Digital & Technology team.As a 2nd Line Support Technician, you will take operational responsibility for managing your own queue, which will consist of incidents and requests and form part of our onsite support service. Youll need strong stakeholder management and communication skills as you will work with a wide audience at all levels as well as carrying out onsite clinics. Work will be allocated to you and flexibility is important.You will work closely with other teams, specifically Service Desk, End User Computing, Networks and Security, to meet user requirements.You will be accountable for maintaining business critical services in a fast-paced, busy environment and you will need to stay calm under pressure.Main Responsibilities:Staff in this role will be required to demonstrate strong customer focus, professionalism, flexibility and commitment to delivery of outcomes. You will be expected to:Deliver high quality support services for a range of IT systems and services.Handle incidents and requests from a diverse user base of key internal and external stakeholders, liaising with other government departments as required.Centrally manage and administer accounts that are used by stakeholders.Make extensive use of the organisations IT Toolset for Incident and Problem Management, request fulfilment, reporting and tracking of Service Levels.Diagnose and triage customer incidents/requests.Ensure all queries are resolved within agreed timescales to meet Service Level Agreements (SLA).Ensure security of end user products is not compromised and follow appropriate security procedures.Providing onsite support clinics to remote sites (travel will be required) as per agreed schedule or as and when required.Maintain and update Onsite Teams operational documents, such as knowledge bases and user guides.Carry out regular reviews of existing processes and procedures and suggest areas for improvement.Carry out testing of new system functionality where appropriate.Provide guidance to projects during planning and rollout as and when required.ApprenticeshipAs this role includes completion of the Communications Technician, Level 3 apprenticeship, please check the eligibility requirements below using the apprenticeship standard: Level 3 Information Communications Technician. You must have lived in the UK for 3 years prior to apprenticeship start date and not be undertaking another apprenticeship at the same time. You must not already have a substantial amount of the skills and knowledge that is covered in the contents of the apprenticeship standard. You must not have already worked in a similar role, or your previous learning, and/or work experience covers the contents (Knowledge, Skills, and Behaviours) of the apprenticeship standard. Please do not apply if: You already have all the skills and knowledge that is covered in the contents of the apprenticeship standard. You have already worked in a similar role, or your previous learning, and/or work experience covers the contents (Knowledge, Skills, and Behaviours) of the apprenticeship standard. Part of this apprenticeship is to complete a level 2 English and maths functional skills qualification. If you have already achieved GCSEs in English and maths at Level 4 (grade C) or equivalent or a higher grade, you will not need to complete the functional skills qualification. At the enrolment state, the individual's eligibility will be checked by the training provider.