Trainee User Support Officer - Apprentice

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Please apply online via the link provided.

Please note, we do not accept CVs submitted without a fully completed online application form.

We are currently seeking an IT support enthusiast to join the council's key service as a Trainee User Support Officer. This is an exciting opportunity to gain experience while working towards your level 3 qualification in Information Communications Technician.

About you...

As a Trainee User Support Officer, you will be part of a service desk dealing with varied requests and issues requiring technical support to resolve them.

You will focus on resolution and customer service. Attention to detail, common sense, and a readiness to tackle new technical issues daily are essential.

The User Support team is part of ICT Services and provides first line technical support and, as a Trainee User Support Officer, you will be the first point of contact. You will be a team player working to undertake analysis, diagnosis and resolution of incidents and service requests logged with the Service Desk.

This role requires strong customer focus, excellent interpersonal skills along with a keen interest in improving the ICT support function.

The Trainee User Support Officer will have a keen interest in developing technical skillset plus experience of using and troubleshooting Windows 11 and Office365 is key for this role.

Customer service is essential, and we look for applicants with a strong focus to achieving excellent customer satisfaction.

About the team...

Bracknell Forest Council is a forward-looking authority using technology in all aspects of service delivery. Our customers always depend on a robust and reliable service and as a result the Service Desk team need to provide a quality support function.

In the User Support team, everything we do is about providing a reliable ICT service to our customer.

We provide 1st line technical support as first point of contact for over 4000+ staff, suppliers, Councillors and schools.

Key responsibilities...

• To record, track and prioritise incidents and service requests at first point of contact.
• To resolve user requests in a timely manner to ensure achievement of the ICT service level agreement while customer-focused metrics remain at a high level of satisfaction.
• To keep the Knowledge Base updated with the latest updates to solutions, create articles based on new problems logged with the Service Desk and use other team’s solutions to fix calls at first point of contact.
• To manage multiple communication channels on a day-to-day basis.
• You will be supported to achieve your apprenticeship qualification.
• You will be encouraged to learn how to troubleshoot and administer bespoke systems at Bracknell Council.

Apprenticeship - Information Communications Technician Level 3

Alongside your job role you will undertake the Information Communications Technician level 3 apprenticeship. Your learning will be a combination of online classroom-based sessions, one to one support with a workplace coach and on the job learning and will last for 15 months. At the end of the programme, you will complete an end point assessment and when this is successfully completed you will gain your Information Communications Technician level 3 qualification.

Working in partnership with the council and the training provider you will learn and demonstrate the skills and behaviours required to successfully meet the apprenticeship standard.

You will collect a folder of evidence to demonstrate your knowledge and skills over the period of your apprenticeship.

Whilst studying for your apprenticeship you will be supported by a workplace coach and at the end of your apprenticeship, we will work with you to see if we can identify and secure a permanent position for you in Bracknell Forest Council.

Our benefits...

• 25 days* annual leave increasing to 28 days after 3 years’ continuous service.
• The opportunity to buy up to 10 additional days* annual leave per year and sell 5 days.
• Hybrid working opportunities to support your wellbeing and work-life balance.
• Electric vehicle salary sacrifice for an electric car at a fixed monthly cost (subject to eligibility).
• An inclusive and social working environment with a variety of staff networks.
• Local government pension scheme.
• Life insurance cover (linked to the pension scheme)
• Enhanced maternity, paternity, adoption and fostering leave.
• Recognition of continuous service attained within the NHS and UKHSA when calculating some benefits such as annual leave entitlements, occupational maternity/paternity leave, and more. (Terms and Conditions apply – please refer to candidate pack for more information.)
• Career development through internal and external training opportunities.
• A great office location next to travel links and Bracknell Forest’s thriving town centre.
• Employee Assistance Programme (EAP) to support your health and wellbeing.
• Sports and Social Club.
• Staff dental and health plans.
• Discounted leisure centre and gym membership.
• Supermarket discount.

*pro rata for part-time

Our values...

At Bracknell Forest Council our values define who we are and what is important to us. Our core values are inclusive, ambitious, and always learning. These values influence the way we work with each other and the way we serve our residents and engage with our communities. We make our values real by demonstrating them in how we behave every day. If you are excited about joining a diverse team that celebrates learning and strives for excellence, we would love to hear from you.

Reasonable adjustment...

We are committed to ensuring an inclusive recruitment process for all applicants. If you require any reasonable adjustments to support your application or interview, please let us know by contacting recruitment@bracknell-forest.gov.uk. We will work with you to support you throughout the process.

Interview date

Interviews will be held on 5th August

Interviews will be conducted in person, providing candidates with the chance to personally meet the team and experience our work environment.

We will be reviewing applications regularly and reserve the right to close the advert early if suitable candidates are identified. To avoid disappointment, you are advised to submit your application as soon as possible.

Please note AI is prohibited during the interview, any candidate using AI will be withdrawn from consideration

Want to ask us a question?

For an informal discussion or to ask any questions about this role, please contact:

Beth Rayburn, User Support Manager

Tel.:01344 351930

or

Elise Battison, Assistant Director: Digital, Customer Focus & ICT

Tel.: 01344 351276

At Bracknell Forest we champion equality, diversity and inclusion. At Bracknell Forest Council, we are always learning, ambitious and inclusive. Please see our candidate pack for more details.

Forest Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. We expect everyone employed with us to share this commitment.

To qualify for apprenticeship funding, you must have been a UK resident for 3 years or more (not wholly for the purposes of education).

We can only accept applications from candidates who have been resident in the UK for the last 3 years due to funding regulations.