Mytime Active
JOB DESCRIPTION
TITLE: IT Support Apprentice / BUSINESS UNIT:Support Services
POST NO: / REPORTS TO: IT Operations Manager
MAIN PURPOSE
To support the provision of IT services within Mytime Active. This will include third party management and IT procurement.
SUMMARY OF RESPONSIBILITIES AND DUTIES
  1. Working with employees to identify computer problems and advising on the solution
  2. Logging and keeping Support & service request records using Service Desk software.
  3. Analysing call logs so you can spot common trends and underlying problems
  4. Updating self-help documents so customers/employees can try to fix problems themselves
  5. Diagnose and resolve technical hardware and software issues
  6. Supporting, giving direction and training of staff on new systems or software applications
  7. Recording problems and their solutions for future reference.
  8. To assist the Service Delivery Manager in implementing ITIL processes and procedures
  9. Good understanding of PC hardware and software set-up and configuration and TCP/IP networking skills
  10. Respond to requests for technical assistance in person, via phone, electronically
  11. Identify and escalate situations requiring urgent attention

DATE OF LAST REVIEW: September 2017

NB.

This is not intended to be a full definition of duties and staff will be expected to assist in such other duties as may be allocated. This job description is subject to variation as the needs of the Centre and the Company may require.

PERSON SPECIFICATION
JOB TITLE: IT Apprentice / BUSINESS UNIT: Support Services
POST NUMBER: / REPORTS TO: IT Operations Manager
KNOWLEDGE AND SKILLS
  • MS networking and desk configuration and maintenance.
  • 1st and 2nd line support within the IT environment
  • Configuring and installing windows 7,8.1 and 10 OS
  • Knowledge of office 365 portal
  • Knowledge of Active Directory - new user creation / account administration, etc.
  • Knowledge of servers etc. Files, Print and Terminal
  • Ensuring that high levels of customer service are adopted at all times.
  • Proven problem-solving skillsand organisational skills
  • Good time management and the ability to work to deadlines
  • A great listener with an ability to focus on customers’ wants and needs
  • The ability to communicate openly – professionally and positively
  • Passionate, enthusiastic, outgoing personality with the ability to service colleagues and customers and create a positive referral business
Desirable:
  • Judgement, decision making and problem solving
  • Planning and organisation
  • Implementation of cloud based applications and storage

QUALIFICATIONS
Essential:
  • GCSE English and Maths Grade C and Above, or equivalent qualification
Desirable:
  • Microsoft MOS or MTA IT
  • CompTIA

SPECIAL REQUIREMENTS
  • Will be required to travel between sites as required
  • Able to drive and use of a car for work would be an advantage.
  • To take on any other duties as may be required, commensurate with the post;
  • To work at other Mytime Active facilities as required.

CONDITIONS OF EMPLOYMENT
  • Satisfactory health clearance;
  • Two Satisfactory references;
  • Right to work in the UK

CERTIFICATION
Employee Signature:
…………………………………………………………...
Date……………………………………………………..
I certify that I have read and understand the responsibilities assigned to this position. / Managers Signature :
…………………………………………………………...
Date……………………………………………………..
I certify that this job description is an accurate description of the responsibilities assigned to the position.

The above statements are intended to describe the general nature and level of work being performed by

the XXXXXXX of this job. They are not intended to be an exhaustive list of all responsibilities and activities required of the position. The Job Descriptions do not form part of the contract of employment and the company reserves the right to change without consultation.

DATE OF LAST REVIEW: September 2017 / PREPARED BY: