Employer description:
Heriot-Watt University has established a reputation for world-class teaching and leading-edge, relevant research, which has made it one of the top UK universities for innovation, business and industry.
The Global Information Services directorate provides a range of services to support, promote and supply information, information skills and infrastructure to support a modern research-intensive university in a global setting. This straddles academic library provision alongside a range of technical services and systems such as IT and AV services, systems and support for learning and teaching, research and enterprise, operational effectiveness. It is an integrated global service, providing services to students, staff, applicants, alumni, external users across all five campuses.
Overview:
Through a period of apprenticeship and training, learn and develop the necessary skills, expertise and experience to provide assistance to the members of the IT User Services (Service Desk and Service Delivery) teams and ultimately be able to fully perform the role of IT User Services Analyst.
Under the supervision and direction of the team Manager and other members of the IT User Services team, develop a full understanding and an ability to perform the key tasks and responsibilities of an IT User Services Analyst
Responsibilities:
- Providing the customer interface to IT User Services via telephone and electronic communications
- Contributing to handling incidents, problem records and service requests, proactively seeking resolutions for customers and dealing with issues and complaints in a professional and calm manner
- Providing first line technical support on all IT related matters using advanced diagnostic techniques, system administrator rights and remote control of desktops
- Delegating incident/service requests which cannot be resolved at first point of contact to the appropriate group, retaining ownership through to resolution
- Communicating with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Contributing to user support for core University hardware and software, including the of setup new equipment and troubleshooting faults
- Maintaining accurate records and reporting information on the level of faults and requests by logging all relevant incident/service request details and allocating categorization and prioritisation codes
Desirable skills:
- Good problem-solving abilities
- Good verbal and written communication skills
- Disciplined and self-motivated
- Able to work alone as well as part of a team
- Strong interest in IT
- Good timekeeping
- Willingness to learn
Salary:
£21,901 per annum
Working hours:
Monday to Friday, 9am until 5pm, 1 hour lunch
Benefits:
- 28 days annual leave plus 9 buildings closed days
- 6% employer pension contributions
Future prospects:
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.
Important information:
This vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.
Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.
On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6.
If you are interested in starting your career and receiving a work based qualification at the same time APPLY NOW!