Job Summary
  • Salary
    £127.50 (per week)
  • Location
    Nottingham, Nottingham
  • Sector
    Technology Level 3
  • Duration
    12 Months
  • 1 Position Available
  • Closing Date
    3rd November 2016
  • Employer Name
    New College Nottingham
  • Distance from acadmey
    • 1.9 Miles
    • 11 Minutes
  • Address
    Nottingham NG5 1AL, United Kingdom

Job Description

To act as first point of contact for internal users and students with any IT issues via phone, email and Self Service logging tools. Working with the IT Technicians to resolve tickets within our agreed SLA’s.

Overview of responsibilities 




  • Be part of a strong team of IT Technicians with the ability to deal with all 1st line incidents, problems and requests effectively and efficiently.


  • Take responsibility for all requests, incidents and problems reported to the IT team insuring response within defined SLAs and escalation procedures are followed


  • Be an active member in the planning and development of all IT activities, contributing to the development and implementation of IT applications and knowledge base.


  • Work flexibly to ensure adequate resourcing of the IT team.


  • To ensure that all documentation is kept up to date and available to relevant users.


  • Be an active member of the IT team and contribute at all levels, within and without area of direct responsibility


  • Manage processes for communicating with our customers to ensure timely and accurate information is relayed.


  • To work effectively and in accordance with organisational values to achieve the College’s mission and strategic priorities.


  • To support, contribute to and take personal responsibility for implementing the College’s commitment to Equality and Diversity.


  • To carry out other duties that are required within the role as it evolves within the development of the organisation.




  • To contribute to a culture of continuous improvement through participation in the Professional Development Review process.




  • To support and participate in all initiatives to ensure the College has a safe and healthy environment for all students, staff and visitors.


  • Take an active part in the implementation of ITIL and other standards


  • Maintain personal and professional knowledge, keeping up to date with developments in the field.




  • To participate in projects within IT and externally as necessary.


  • Assist the Service Manager in producing documented procedures, working towards attaining an industry recognised standard.

Working Week

Monday – Friday 8.30 to 7pm 37.5 hrs pw


Requirements & Prospects


Ideally a minimum 4 GCSE’s C and above Including Maths, English and ICT (or equivalents)

Desired Skills

Hold a minimum Level 2 qualification in Maths and English
Commitment to own professional development
Technology qualification desirable

Good knowledge of current and previous Microsoft Windows operating systems.
Demonstrate knowledge of operating systems and software troubleshooting, including MS Office Suite
Demonstrate experience in the utilisation and troubleshooting of Mobile technologies (e.g. iPad/iPhones, tablets etc.)
Experience of good customer service delivery and excellent customer service skills
Experience of working collaboratively as a team to deliver excellence
Skills, abilities and competency:

Be able to demonstrate troubleshooting skills for a variety of desktop issues
Experience of working within an IT infrastructure and understanding the importance of information gathering and escalation processes
Be able to work under pressure to meet deadlines

Personal Qualities

Personal Qualities

Commitment and passion to deliver our organisational touchstones of Excellence, Enterprise and Employability
Uphold and behave in accordance with our organisational values and be able to work within departmental guidelines, policies and procedures.
A commitment to and understanding of Every Child Matters in the context of FE
A respectful and inclusive attitude to learners and colleagues
Flexibility to work at any College site / travel and work additional hours to meet the requirements of the post.
Creative and innovative approach to problem solving and provide clear and suitable communication with customers, suppliers, externals, partners and colleagues.

Future Prospects

Permanent prospects

  • Apprenticeship Length
    12 Months
  • Training Provider
    Aspire Achieve Advance Ltd
  • Academy Location


Throughout the duration of your Apprenticeship you will be required to attend the 3aaa Technology Academy in Nottingham for up to 12 weeks on a block release basis for structured training. The remainder of your training will be completed in the workplace with your Employer. You will work towards a Level 3 Advanced Apprenticeship for IT, Software, Web and Telecoms Professionals. The qualifications consist of:
• Edexcel Advanced Apprenticeship in IT, Software, Web and Telecoms
• L3 Diploma in ICT Professional Competence
• L3 Extended Diploma in ICT Systems and Principles
• Level 2 Functional Skills English, Maths, ICT (if applicable)

Qualification Gained

Advanced Apprenticeship (Level 3)