Launch your IT support career with West Kent!
Earn while you learn, solve real user challenges and gain hands-on experience across Microsoft 365, cloud systems and modern technology.
About the role
As a member of the Technology Support Team, you will proactively deliver Service Desk and support services that help West Kent provide excellent customer service, while developing practical experience in infrastructure, systems and modern ways of working.
Responsibilities
- Provide excellent customer service by responding to and resolving service desk incidents, requests and queries within agreed service levels, keeping users and the Service Desk system updated, and liaising with third parties where required.
- Support the monitoring, maintenance and administration of secure on-premise and cloud infrastructure, escalating performance, security and availability issues where required.
- Work with business users to understand department-specific issues and support users to make effective use of IT systems, Microsoft 365 and modern productivity tools, including Generative AI, by providing clear guidance that helps teams work smarter and adopt new ways of working.
- Support IT projects and change activities by completing technical and administrative tasks, including configuration, testing, implementation, documentation and user guidance.
- Maintain accurate hardware, software, configuration and infrastructure records to support asset management, configuration management, business continuity and knowledge sharing.
- Support good data management by helping to improve the confidentiality, integrity, accuracy and availability of information across IT systems.
- Assist with the set-up, use and support of IT hardware and devices, including laptops, terminals, audio-visual equipment, telephones, mobile devices and Android devices.
Required skills
- Good accuracy and attention to detail.
- Good technical ability and a strong interest in developing technical skills.
- Knowledge of Microsoft Windows, Active Directory, Microsoft 365, Android and device configuration.
- Highly motivated self-starter with a can-do attitude, able to learn new systems, manage tasks proactively and prioritise own workload.
- Quick learner with the ability to cope calmly and effectively with demanding situations.
- Competent written and spoken English, with excellent customer service skills and the ability to support users clearly and professionally.
- Some knowledge of artificial intelligence technologies including Microsoft Copilot (desirable but not essential ).
The entry requirements for this programme are as follows
- 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
- GCSE Maths and English (or equivalents) at grades 3+ (D or above)
- Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship in a similar subject
Working hours
37 hours per week, staff shifts are currently 9am – 5.30pm, 8.30am – 5pm, 8am – 4.30pm and 7.30am – 4pm (shifts finish half an hour earlier on Friday).
Hybrid working with an office based in Sevenoaks, Kent.
Benefits
- 25 days annual leave (increasing by one day each year, capped at 30 days).
- Three days additional leave for our Christmas closure.
- Up to three days a year paid volunteering leave, which can be booked by the hour.
- Flexible working opportunities, such as job sharing or changing working hours or patterns.
- £150 annual grant towards some sport, hobby or activity that enhances your well-being.
- Employee assistance programme for support with a variety of personal issues.
- Active social committee with subsidised events.
- Shopping discount vouchers available through our Medicash health plan.
Future prospects
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.
About the Company
At West Kent we are passionate about the role a housing association can play in society and believe the values of an organization are what makes it special. We have an exceptional reputation for providing quality homes and excellent community services across Kent.
We are highly successful, deliver on our promises, are committed to Kent and our communities and we want to do even more.
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