Apprentice Assistant Support Analyst

• Suffolk County Council
• Address: Endeavour House, Ipswich IP1 2BX
  - Hybrid working
• Salary: £24,796 per annum (pro rata for part time)
• Hours: 37 hours per week - flexible working options available
• Contract: Fixed term or secondment up to 21 months (Apprenticeship)

When you join Suffolk County Council as an Apprentice Assistant Support Analyst we'll support your development from the start. We'll help you to play to your strengths, diversify your skills and build an influential and impactful career. With a variety of career paths and learning opportunities to explore, if you're motivated and passionate there's no limit to how far your ambition could take you.

Reimagine the possibilities.

• Providing technical IT support to all customers, ensuring that all necessary Service Desk procedures and data recording requirements are met for each enquiry.
• Acting as a customer advocate, taking appropriate action regarding the enquiry, including investigation and prioritisation through to resolution, or where necessary passing to appropriate colleagues in 2nd or 3rd line teams.
• Investigating incidents and assisting in the implementation of identified solutions e.g. installing hardware/software to meet customer requirements as instructed
• Answering varied and sometimes difficult queries, providing advice and solutions.
• Being proactive in identifying and fixing day to day issues on all devices and peripherals. This will involve the use of multiple hardware and software platforms. Calling on more experienced colleagues and external resources as necessary.
• Ensuring day to day incidents are resolved in line with IT processes and SLAs including liaising with customers to log, monitor and resolve issues as required.
• Making sure work allocated to the team and self meets deadlines and is of a high standard.
• Ensuring compliance with appropriate legislation e.g. data security, data protection, and Freedom of Information.

• Apprenticeship course name - Level 3 Information Communications Technician
• Length of apprenticeship - 18 months + end point assessment

We welcome apprenticeship applications from all ages and backgrounds. There's no upper age limit - it's never too late to start developing new skills. We want to provide opportunities for anyone interested in launching or advancing their career.

The apprenticeship you're applying for must build on your qualifications. If you have experience in this field, the apprenticeship you're applying for must be at a higher level.

Read the Job and Person Profile (Word) and the Apprenticeship Recruitment Brochure
. During the apprenticeship, you'll be working towards the role described in the Job and Person Profile. You will have the opportunity to receive hands‑on training and pursue certification. Completing your apprenticeship does not guarantee a full‑time position. However, we are dedicated to helping you find a job. You will have priority access when you apply for vacancies. This applies during the final 3 months of your contract.

• An interest in the IT industry and in providing technical IT support.
• The ability to provide excellent customer service either on the telephone or face to face.
• Problem‑solving skills and an analytical approach to your work.
• The ability to remain calm and effective under pressure, which is essential.
• GCSE Level 4 / Grade C or above is required for both English and maths.
• To be able to converse at ease with customers and provide advice in accurate spoken English which is essential for the post.

• You will be part of the IT service desk team, whose main purpose is to provide prompt and courteous IT support to our internal staff and external partners and stakeholders.
• We are a supportive and friendly team and take pride in providing the best service we can.

We're big believers in potential, possibility and the power of different ideas. We're always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently…