IT Operations Apprentice (Rushcliffe Borough Council)

1. Service Desk

• Assist the Operations team in meeting the defined SLA's and where these are breached escalate appropriately.
• Maintain and Update the ICT Asset Database, including accurate records on Joiners and Leavers
• Ensure calls are logged and update on our Halo Service Desk tool
• Follow the ITIL framework to deal with user enquiries
• The building and decommissioning of laptops and android devices
• Fixing and replacing parts on RBC devices
1. Operations
• Learn and complete daily operations checks to ensure systems are working correctly
• Communicate regularly with the ICT Assistant Operations Manager regarding the currentstatus of tickets and escalate any aging tickets
1. Manual Operations
• The installation of desk with Monitors, power Bricks and rj45 connectors
• Disposal of ICT equipment inline with policy, ensuring a Wee certification is obtained
• Cabling and moving larger items including MFD, Servers, Switches and Data cabinets are dealt with in an appropriate manner to protect against data loss.
1. Customer Services
• Always establish and portray a professional image of the department with a 'can do'attitude. Set expectations as appropriate for the resolution of issues whilst demonstrating the willingness to go the 'extra mile'.
Knowledge Base
• Create and amend necessary support documentation to ensure known errors andtroubleshooting guidance is recorded, assisting colleagues in resolution of ICTissues and ensuring a foundation of appropriate technical knowledge ismaintained.
6. Technical Projects
• Assistwith carrying out technical project work, including the Annual Replacement Programme, ensuring targets are met and deliverables are to the required quality and standard.
6. Administration
• Assist with purchasing of consumable ICT Items ensuring specification is in line with standards laid down by ICT.
• Assisting in taking notes and following up actions from the ICT management Team
6. Training
• To actively participate in your own development plan which will be agreed with your line manager and the assessor from the training provider.
• To achieve personal development targets, as agreed with your line manager.
• To complete and undertake mandatory Rushcliffe Borough Council training
• Complete ITIL foundation
• Complete CompTIA A+ training
6. Other Duties
• Carryout any other duties that are reasonably required and not exceeding the grading of the post.
• Where applicable: Duties may include attendance at evening meetings and/or work outside normal office hours.
• User must has a driver's licence and access to a Car for work use
• Working hours - Will be fixed to 9am to 5 Pm shifts but flexible hours may be required.
As a Council we like to support carer progression through training and development, the apprentice will have regular 121s and an annual performance development review (appraisal) with their line management to discuss any support or training they feel would be beneficial for their role and their development.

Essential
• An interest of working in an ICT environment.
• An interest in computer equipment and software and how to troubleshoot problems
• Can use basic functions of a laptop and Mobile Phone and there use
Desirable
• Understanding of networking and Help desks
• Working knowledge of computer equipment and software currently in use within a corporate environment, including MS 365 tools and experience working with windows 11
• Has worked in a customer facing role
Knowledge Essential
• IT Literate (e.g. Word processing, databases, spreadsheets, Internet)
• Confident using computer equipment
Desirable
• Knowledge of Internet technology
• Knowledge of Local Authority procedures
Personal Qualities:
• Flexible, hard working
• Ability to work on own initiative and able to follow management instructions
• A professional approach
• Excellent communication skills
• Customer focused
• Ability to work as part of a team
• Be an out of the box thinker who can approaches issues from different angles to reach the desired outcome
• Ability to demonstrate a high level of organisational skills
• Able to show enthusiasm for IT related issues
Physical Requirements
• Physically capable of lifting reasonably heavy boxes and/or equipment after appropriate manual handling training
• Must be able to use step ladders
Special Working Conditions
• Able to work out of hours if required
• Must have full Driving License and a Car, GCSE's in Maths, English at level 4-9 or C/4 or above
Desirable Qualifications in front of house or ICT equivalent

Rushcliffe Borough Council is a modern forward-thinking authority providing high quality services to over 119,000 people across South Nottinghamshire, England. Our modern purpose-built head office is based in the thriving town of West Bridgford steeped in sporting history and home to Trent Bridge cricket ground and Nottingham Forest Football club. The borough also includes the towns of Bingham and Cotgrave as well as numerous villages and surrounding rural areas. In addition to our offices based in West Bridgford we have two depots and manage Rushcliffe Country Park in Ruddington. We are a high performing Council who strive to deliver the best services possible to our residents.