Introduction:
First Choice Homes Oldham (FCHO) is an ambitious and innovative organisation. We provide and manage housing but also do much more. We support customers through a range of services designed to empower and improve lives.
FCHO has a number of services which deliver more than the traditional landlord function such as: our Directions Service which provides employment and training support and our Community Impact Team that offers financial support and advice.
We are continuously looking at ways to improve our community offer and striving to ensure customers are engaged in decision making and that wider consultation is used to support service improvements. We ensure that we are working with our partners to maximise the services we deliver to help create communities where customers want to live and work.
Our mission of 'improving lives in Oldham', supports our goal to provide homes for those in need, improving the neighbourhoods that customers live in and to provide services that improve the quality of customers lives.
Purpose of the Post:
To work as part of the ICT Infrastructure Team to provide an efficient and effective support function for ICT related incidents and requests for FCHO colleagues.
Support the ICT team by providing 1st line call resolution, ICT incident and request management and carrying out scheduled system tasks and checks.
To provide excellent customer service skills and have an enthusiastic approach when providing support.
You will continuously work towards FCHO's vision, demonstrating and role modelling its values and behaviours whilst promoting positive working practices and policies associated with Equality, Diversity & Inclusion, Health & Safety, Wellbeing and Safeguarding.
Role Responsibilities:
- Carry out incident management processes ensuring requests made to ICT for advice and support are progressed by liaising with ICT Staff and 3rd parties to ensure prompt resolution in line with the service level agreements and operational level agreements whilst providing high levels of customer service.
- Respond to tickets and reports, providing support and guidance to diagnose and resolve issues where possible or escalating as required.
- Install and configure hardware / software and systems in line with procedures for users or for temporary needs, e.g. training / assemblies.
- Assist in implementation / testing of IT projects and services including replacement equipment and services.
- Carry out technical comprehensive daily checks to ensure the FCHO ICT Infrastructure is stable and reliable and ensure that data/system backups are successful.
- Manage and control ICT assets and user access in line with agreed processes
- Provide telephone and email support cover to the ICT Service Desk as and when required, ensuring that ICT deliver first class support services to satisfy the needs of our customers (internal & external) by working in a flexible and agile way.
- Participate in training opportunities, meetings, and networks to maintain excellent skills and knowledge in role
This list should not be regarded as exhaustive and from time to time you will be expected to undertake other reasonable duties relevant and appropriate to the role as directed by your line manager.
The Person:
Essential
- Knowledge - IT Hardware (Desktops/laptops/mobile phones)
- Knowledge of networking and operating systems
- Knowledge of Cloud Technologies
- Customer Service
- Communication (written and verbal)
- Organisational skills
Entry Requirements:
- 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 is in a similar subject
You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.
If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.
For more information please visit the UK ENIC website.
Benefits:
- Holiday entitlement is 30 days, plus one shut down day which will be determined by the company and eight bank holidays. Part time colleagues will receive a pro-rated entitlement. You can also purchase additional leave.
- You receive automatic enrolment into a healthcare cash plan, access to an occupational health specialist, confidential counselling service and more.
- Defined contribution pension scheme with an employer contribution of up to 10%. We also offer a pension salary exchange scheme for eligible colleagues, helping you to take home more of the money you earn.
- Earn cashback when you shop online or buy shopping vouchers to save money when you spend online or in-store.
- Our on-site café is part of a social enterprise run by New Bridge School offering delicious food and drink to colleagues.
- Access to corporate memberships at Oldham Community Leisure gyms at a discounted rate.
Salary:
Annual salary, meets national UK minimum wage. Wage will depend on age.
- 21 and over - £22,010 Per annum
- 18 – 20 - £16,564 per annum
- 16 – 17 - £12,313 per annum
Future Prospects:
- 90% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.
Important Information:
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.
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