Employer description: Located in Musselburgh, East Lothian, QMU aims to shape a better world through education, research, and innovation.
Outward looking, we have strong ethos of partnership and collaboration. At our modern campus, we benefit from easy access to the centre of Edinburgh, Scotland’s vibrant and historic capital city.
Through a period of apprenticeship and training, learn & develop the necessary skills, expertise and experience to provide assistance to staff and students requesting assistance through the university Helpdesk.
Overview: We are looking for a new and enthusiastic team member to provide a range of 1st and 2nd line support for our community of systems users on a 24-month fixed-term apprenticeship.
As a member of the IT team, you will be based both within the team area and the central Helpdesk providing face to face and remote support to the full range of the university’s Digital services users.
Key Responsibilities:
Part of a small and friendly team, you will be trained and supervised by a senior member of the IT team and the Helpdesk Manager to provide the following services:
- Under the supervision and direction of senior members of the IT team, develop a full understanding and an ability to perform the key tasks and responsibilities of an IT Analyst by:
- Working with others, develop skills to provide the customer interface to IT via counter services, telephone and electronic communications. Contribute to handling incidents, problem records and service requests; proactively seek resolutions for customers; deal with issues and complaints in a professional and calm manner.
- Learning how to provide first line technical support on all IT related matters aiming at resolving majority of incidents at first point of call using advanced diagnostic techniques, system administrator rights and remote control of desktops.
- Developing an understanding of how to delegate 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.
- Endeavouring to pursue continuous service improvement culture, contribute to, maintain and update procedures, Documentation and general information required.
- 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.
- Understanding how and when to escalate to the appropriate manager any incidents that require reporting for further escalation.
- Assisting others to provide staff and students with support for connecting their personal computers to the University network.
- Contributing to effective communication with all staff and students in the resolution of faults and requests.
Required skills:
- A proven interest and enthusiasm for IT.
- String desire to learn and develop.
- Excellent communication skills, both written and verbal.
- Organisational skills with the ability to be pro-active in planning forward.
- Able to work to tight deadlines.
- Customer service focus.
- Attention to detail.
Salary: £23,414 per annum
Working week - Monday to Thursday, 9am until 5pm, Friday 9am until 4.30 pm (based on campus)
Benefits:
- Holidays – 31 days PLUS 8 closure days
- Opportunity to work in supportive environment
- Attractive pension
Future prospects: 90% of QA apprentices secure permanent employment after completing their apprenticeship: 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!