Job Introduction
We’re looking for a highly motivated individual who is an excellent communicator and keen to learn and develop in all aspects of ICT to join us as an apprentice.
As a member of the ICT Service Desk, you’ll be an integral part of the team, providing first line ICT support to colleagues at Milton Keynes City Council. Based in our modern city centre offices, you'll assist with answering calls to the Service Desk, respond to requests raised on the Self Service portal and help colleagues who visit in person. All the while seeking to provide solutions or escalate accordingly.
This is an exciting opportunity in a supportive environment and ideal for someone looking to start a career in ICT. Upon successful completion of the apprenticeship, there may be an opportunity to progress into a permanent role.
Please note if there are a high number of applications then the closing date will be sooner.
Main Responsibility
- Support the ICT service in providing first line IT support via phone, Self Service Portal, email, and walk-ups.
- Work towards providing technically accurate solutions to customers and a high first-line fix rate.
- Assist the ICT service in the restoration of normal service operations when major issues occur.
- Review, prioritize, and when necessary, escalate issues to 2nd line support.
- Log support tickets in the ITSM system as accurately as possible and escalate issues to the Service Desk Team Leader as needed.
- Assist in the creation and termination of network user accounts and the preparation of devices for new users.
The Ideal Candidate
- GCSE English and Maths (at least Level 4) or equivalent.
- Be committed to provide excellent customer service.
- Possess good written and verbal communication skills with attention to detail.
- Competent using Microsoft Windows and core Microsoft Office applications such as Excel, Word and PowerPoint.
- A genuine interest to work in ICT.
- Be confident to build strong working relationships with a variety of colleagues within ICT and the wider council.
- Work towards and successfully complete the appropriate level ICT Apprenticeship (as determined on entry) in 24 months.
Package Description
In addition to your salary, we offer a range of benefits including:
- Great holiday benefits - most roles include 28 days annual leave every year on top of public (bank) holidays, increasing to 32 days after five years. In addition, there is a holiday purchase scheme allowing staff to purchase up to 5 additional days of leave each year.
- Excellent pension – everyone who works for us can join the national Local Government Pension Scheme, widely regarded as one of the best available.
- A full range of family friendly policies including enhanced maternity, adoption and paternity support and a childcare subsidy.
- Access to an award-winning employee benefits programme that includes a health cash plan, a low-cost bike purchase scheme as well as high street discounts and money off entertainment and travel.
- Blue Light Card - employees working within social care can qualify for an additional range of discounts from national retailers and local businesses.
Our roles are either designated ‘site based’ or ‘home based’. ‘Site based’ roles can include up to two days a week working from home whilst ‘home based’ roles are based at home four days a week. Of course, managers designate which category roles are in based on the needs of the service and the circumstances.
About The Organisation
Milton Keynes City Council is a large, modern and financially stable employer with around 2,500 people working across our eight areas. Together we provide local residents and businesses with a wide range of important round-the-clock services and aim to make our city a better place to live.
We work hard because of the demands placed on us, like protecting children from harm or preventing homelessness. However, working for the city is always rewarding and everyone has the opportunity to make a real difference.
We’re very proud of our diversity and are committed to having a workforce that reflects the community we serve. Whatever your background, you will be welcome here if you share our values of being dedicated, respectful and collaborative.
We offer great training and support and because of the size and scale of the organisation there are always new opportunities to explore when it’s time for a new role.
If you’d like to know more about how we do things and what matters to us, take a look at our short booklet What makes us Milton Keynes City Council.
