IT Operations Apprentice

Service Desk

• Assist the Operations team in meeting the defined SLA’s and where these are breached, escalated appropriately.
• Maintain and update the ICT Asset Database, including accurate records on joiners and leavers.
• Ensure calls are logged and updated on the 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.

• Learn and complete daily operations checks to ensure systems are working correctly.
• Communicate regularly with the ICT Assistant Operations Manager regarding the current status of tickets and elevate any aging tickets.

• 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 MFDs, servers, switches and data cabinets are dealt with in an appropriate manner to protect against data loss.

• Always establish and portray a professional image of the department with a ‘can do’ attitude, setting expectations appropriately for the resolution of issues while demonstrating the willingness to go the extra mile.

• Create and amend necessary support documentation to ensure known errors and troubleshooting guidance is recorded, assisting colleagues in the resolution of ICT issues and maintaining a foundation of appropriate technical knowledge.

• Assist with carrying out technical project work, including the Annual Replacement Programme, ensuring targets are met and deliverables are to the required quality and standard.

• Assist with purchasing of consumable ICT items ensuring specifications are in line with standards laid down by ICT.
• Assist in taking notes and following up actions from the ICT management team.

• Actively participate in your own development plan agreed with your line manager and the assessor from the training provider.
• Achieve personal development targets agreed with your line manager.
• Complete and undertake mandatory Rushcliffe Borough Council training.
• Complete ITIL Foundation.
• Complete CompTIA A+ training.

• Carry out any other duties that are reasonably required and not exceeding the grading of the post.
• Attend evening meetings and/or work outside normal office hours where applicable.
• Must have a driver’s licence and access to a car for work use.
• Working hours:
  
  fixed to 9 am to 5 pm shifts, but flexible hours may be required.

• Interest in working in an ICT environment.
• Interest in computer equipment and software and how to troubleshoot problems.
• Can use basic functions of a laptop and mobile phone.

• 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 with Windows 11.
• Experience in a customer‑facing role.

• IT literate (e.g., word processing, databases, spreadsheets, internet).
• Confident using computer equipment.

• Knowledge of internet technology.
• Knowledge of local authority procedures.

• Flexible, hard‑working.
• Ability to work on own initiative and to follow management instructions.
• A professional approach.
• Excellent communication skills.
• Customer focused.
• Ability to work as part of a team.
• Think out of the box and approach issues from different angles to reach the desired outcome.
• Demonstrate a high level of organisational skills.
• Show enthusiasm for IT related issues.

• Physically capable of lifting reasonably heavy boxes and/or equipment after appropriate manual handling training.
• Must be able to use step ladders.

• Able to work out of hours if required.
• Must have a full driving licence and a car, GCSEs in Maths and English at level 4‑9 or C/4 or above.