Trainee User Support Officer - Apprentice
| Posting date: | 24 June 2025 |
|---|---|
| Salary: | £24,362 to £24,733 per year |
| Hours: | Full time |
| Closing date: | 08 July 2025 |
| Location: | Bracknell, RG12 1JD |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | Bracknell Forest Council |
| Job type: | Apprenticeship |
| Job reference: | CM/25/316899 |
Summary
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.
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.
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.
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.
Proud member of the Disability Confident employer scheme
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