Directly to the Team Manager / Leader in the section to which the apprentice is assigned No direct supervisory responsibilities

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1 Department: Job Title: Grade: Service/Section: Base/Location: Responsible To: Responsible For: Key Relationships/ Liaison with: Corporate Resources, Information Technology Apprentice, Infrastructure Technician L3 Apprenticeship maximum 12 months duration Minimum wage at age level I&T Services County Hall, Glenfield. Directly to the Team Manager / Leader in the section to which the apprentice is assigned No direct supervisory responsibilities I&T Services Colleagues Job Purpose Training and practical experience leading to an appropriate level 2 or 3 qualification through the BCS IT Infrastructure Technician Level 3 Qualifications Main Duties and Responsibilities 1. To work in one or more sections of Information Technology to gain experience in Technical Service Delivery practices including; IT Service Support (Service Desk), IT Asset Management, and IT infrastructure management. 2. To carry out duties associated with the section in which the apprentice is working at a level appropriate to the trainee s experience at that point in time. To gain an understanding of how the team functions by providing support as required whilst gaining knowledge and experience and by undertaking training in the following: 3. BCS Level 3 Award in Networking and Architecture BCS Level 3 Award in Mobile and Operating Systems BCS Level 3 Award in Cloud Services BCS Level 3 Award in Coding and Logic BCS Level 3 Award in Business Processes Additional Knowledge MTA Network Fundamentals MTA Mobility and Devices Fundamentals MTA Cloud Fundamentals MTA Software Development Fundamentals 1 of 6 H:\Personnel\Apprenticeship info\ict Apprentice v3 (Service Desk).docx

2 Functional Skills (including English Level 2 and Maths Level 2) Completion of Employer rights and responsibilities booklet Register of IT Technicians (SFIA Level 3) To maintain training records in accordance with the requirements of the approved training scheme. To comply with all authority and departmental policies, management systems, procedures and working practices. Such other duties as might be required that are appropriate to the trainee s, experience and position in the training programme. Special Factors a) The nature of the work may involve the need for you to carry out work outside of normal working hours. You are also likely to have to work in your own time to attain the professional qualification. b) You may be required to undertake some manual handling. c) Expenses will be paid in accordance with the County Council s normal rates, referred to as the Local Conditions of Service. d) At the end of the training period, you will be expected to have attained the level of competence to submit a portfolio of evidence for review. Once the qualification is achieved you will have preferential status for interviews for positions in Leicestershire County Council for a period of 6 months, providing you meet the essential criteria for the post. Training Provided Training will involve working alongside the IT Customer Support Team Manager within the different areas of the business, working under supervision. The Apprentice will work towards the following qualifications: BCS IT Infrastructure Technician Level 3 Functional Skills (including English Level 2 and Maths Level 2) Completion of Employer Rights and Responsibilities Booklet Knowledge-based off the job training will take place over 5 x 1 week courses including an end Examination every other month during the 12 months of the Apprenticeship. This will take place at training facilities in Long Eaton. National Minimum Wage The current National Minimum Wage (NMW) rate for apprentices is 3.50 per hour. This applies to year old apprentices and those aged over 19 in the first year of their Apprenticeship. For all other apprentices the National Minimum wage appropriate to their age applies. The Minimum Wage for Apprentices applies to time spent on the job plus time spent training Page 2 of 6

3 This job description sets out the duties and responsibilities of the job at the time when it was drawn up. Such duties and responsibilities may vary from time to time without changing the general character of the duties or the level of responsibility entailed. Such variations are a common occurrence and cannot in themselves justify a reconsideration of the grading of the job. Leicestershire County Council is seeking to promote the employment of disabled people and will make any adjustments considered reasonable to the above duties under the terms of the Equality Act 2010 to accommodate a suitable disabled candidate. Date Prepared/Revised: 19 th July 2017 Page 3 of 6

4 Department: Job Title: Grade: Service/Section: Corporate Resources Information Technology Apprentice (12 Months) Apprenticeship maximum 12 months duration Minimum Wage at age level ICT Operations Qualifications Willingness to work towards an NVQ Level 2 or 3 Familiarity with Microsoft Office tools (Word, Excel and Outlook). Fluent written and spoken English language skills. Minimum of 5 GCSE s or equivalent to include computer studies or IT, Maths and English Essential Desirable How assessed / Doc Experience ICT experience with evidence of operating at level (SFIA level 1) Practical experience of working in a customer facing environment Practical experience of using computers Experience of working within a team / / Test Knowledge Of administrative and financial processes / Skills and Competencies Able to demonstrate a flexible, innovative and positive approach Can communicate effectively at all levels Strong customer focus Numerate Basic ICT skills Good Telephone Manner Strong interpersonal skills to work with team members to achieve agreed objectives. Ability to approach change positively Commitment to deliver quality ICT services that meet customer / / / Test / Test Page 4 of 6

5 requirements Excellent organisational skills with the ability to manage priorities and work to deadlines Enthusiasm and the ability to learn new skills Ability to provide clear and concise documentation Ability to work without close supervision Other Requirements Sustainable and realistic travel plan between residence and workplace An understanding of, and commitment to Equal Opportunities, and the ability to apply this to all situations. Must be able to perform all duties and tasks with reasonable adjustment where appropriate, in accordance with the provisions of the Equality Act 2010 Med Key: App = Application Form Test = Test Int = Interview Pre = Presentation Med = Medical Questionnaire Dc = Documentary Evidence (E.g., Certificates) Date Prepared/Revised: 19 th July 2017 Page 5 of 6

6 Additional information Apprentices may be sought in any one or more of three areas of ICT Service Delivery. Below is a snapshot of the type of work undertaken by each: IT Service Support (Service Desk) The ICT Service Desk provides a fully accredited first level support service to over 5000 customers including internal colleagues and external organisations. It delivers support on Microsoft platforms including the MS Office Suite, Visio and Project as well as operating platforms including Windows 7 and 10. It also provides a first level support service for around 400 other desktop applications used daily by customers and provides a support service for PCs, Laptops and telephony. IT Asset Management The Asset Management team records and tracks ICT hardware assets to ensure that equipment is used to its maximum life span and is disposed of properly, in accordance with appropriate government regulations. This team also, very importantly, ensures that the Council remains fully compliant with respect to its software licence estate. IT Infrastructure Management This area provides infrastructure support including telephony (VOIP), servers, data storage, network, databases, and internet. It is an area requiring a high degree of specialisation of skills used in dealing with complex issues and provides resource to many of the organisation s technology projects. Page 6 of 6