IT Service Delivery Apprentice

Job Description

About Us:Cygnet Health Care was established in 1988. Since then, we have developed a wide range of services for individuals with mental health needs, autism and learning disabilities within the UK.We have built a reputation for delivering pioneering services and outstanding outcomes for the individuals in our care.We maintain a good relationship with our quality regulators and undergo regular inspections, with 83% of our services rated Good or Outstanding. We also operate an internal system of quality care, treatment and positive outcomes.Overview:You will have the opportunity to gain valuable skills and experience as you complete a IT Azure Cloud Support Specialist - Level 3 Apprenticeship.The purpose of this role is to train and teach the individual how to support and maintain systems and software used within the Cygnet Health Care day to day operations.Part of this role will be to provide high quality Digital Services support to all our Cygnet sites through the delivery of good customer service and technical support via number of avenues such as telephone, email, remote support and face to face.The role will include logging and managing support requests on our internal Service Desk system, problem diagnosis, work allocation and resolution while working to Service Level Agreements.The role will be primarily based at the Coventry Digital Services Office, but may on occasion require travel to other sites as dictated by service and team requirements.Main Duties and Responsibilities:

• Primary function of this role will be to provide support as part of the centralised Digital Services support team, acting as the first point of contact for all Digital Services support queries whether it be via phone, email or face to face.
• Keeping clear and up-to-date information about the hardware deployed within the Asset management solution.
• To resolve as many queries on first contact as possible within the remit of the team and within knowledge. To escalate within the team if you are unable to deal directly and to ensure knowledge is gained going forward.
• Log all queries on the Service Desk management software ensuring tickets are fully noted, categorised and assigned and managed within SLAs.
• To prioritise and escalate tickets accordingly.
• Identify problems from repeat incidents and escalate internally.
• To be able to provide meaningful instruction to users at their technical level of understanding, and be able to advise users on best practice (E.g. File management and storage issues).
• To provide general support including support Microsoft Office products.
• To administrate company mobiles phones and provide guidance.
• Administration of user accounts using Active Directory.
• Support printer and photocopiers and liaise with the leasing company to manage fault resolution and facilitate meter readings.

The above duties are neither exclusive nor exhaustive and the post holder may be required to undertake duties as directed that are within the competence of the post holder and compatible with the expectations of the post.What we are looking for:Skills and qualities:

• An excellent understanding of IT
• Commitment to provide good customer service
• A natural aptitude for understanding technical information
• A positive, can do attitude
• Career focused and self-motivated

Entry requirements:The entry requirements for this Azure Cloud Support Specialist programme are as follows:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.Find out more here: https://Qualifications/UKQRS/Default.aspxFuture prospects:Upon successful completion of the apprenticeship, you may have the opportunity to gain a full-time jobdepending on performance.Important Information:QAs apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.