Job Summary
  • Salary
    £15000 - DOE Yearly
  • Location
    Wilmslow, England
  • Sector
    Infrastructure Technician Level 3
  • Duration
    13 Months
  • 2 Positions Available
  • Closing Date
    9th April 2018
  • Employer Name
    Royal London Group
  • Distance from academy
    • 14.3 Miles
    • 30 Minutes
  • Address
    Wilmslow SK9 1PF, UK

Employer Description

Job Description

• To log and progress incidents and service requests raised via phone or e-mail or walk in • Manage incidents and requests through their life cycle, from creation to clo-sure, ensuring users are kept up to date at all times • Ensure that all incidents and service requests are dealt with within agreed SLA targets

• Respond to telephone contact to required targets
• Respond to Email contact to required targets
• Respond to Walk In contact
• Log all incidents and requests in the Service Desk tool (ITSM)
• Log all customer contact in the relevant record in the Service Desk tool (ITSM)
• Correctly log, categorise and prioritise all incidents and service requests
• Manage users expectations in relation to their request
• Own Incidents and Service Requests logged by self

Working Week

35 hours a week Monday to Friday – with a rota 8-4, 9-5 & 10-6.


Requirements & Prospects


A minimum of 5 GCSE’s C and above Including Maths, English and ICT (or equivalents).

Desired Skills

  1. Customer service skills
  2. Advanced desktop PC skills
  3. A working knowledge of MS Office applications beneficial
  4. Excellent communication skills, both written and verbal
  5. Understanding of the Data Protection Act.
  6. Treating customers fairly

Personal Qualities

  1. • Positive approach to challenge
  2. • Positive approach to challenge
  3. • Rational and organised approach to work
  4. • Self-motivated, able to plan and prioritise workload in order to achieve deadlines
  5. • Excellent interpersonal skills, with the ability to influence others
  6. • High attention to detail
  7. • Reliable, organised, flexible and able to challenge
  8. • Uses own initiative to deliver the highest calibre of service
  9. • Ability to interact with customers in a friendly manner

Future Prospects

Upon completion of the Apprenticeship, you may be offered the opportunity to progress onto a Level 4 Apprenticeship

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


Throughout the duration of your apprenticeship programme, you will be required to attend your local Academy for 30 days of training across five months, featuring structured training. The remainder of your training will be completed in the workplace with your Employer. You will work towards a Level 3, Infrastructure Technician apprenticeship.

The apprenticeship will include:
• Level 2 Functional Skills English and Maths (if applicable).
• Knowledge Module 1 - Networking and Architecture.
• Knowledge Module 2 - Mobile and Operating Systems.
• Knowledge Module 3 - Cloud Services.
• Knowledge Module 4 - Coding and Logic.
• Knowledge Module 5 - Business Processes.
• One vendor certification selected based on your job role and individual capabilities (Typically a Microsoft Technical Associate (MTA) certification).

On completion of the apprenticeship, you will be awarded BCS accredited knowledge modules covering the following topics: Networking and Architecture, Mobile and Operating Systems, Cloud Services, Coding and Logic and Business Processes. You will also receive an industry recognised qualification from Microsoft or CompTIA whilst gaining eligibility to apply to the register of IT Technicians confirming SFIA L3 Professional Competence.

*Knowledge Modules are specified by the British Computer Society (BCS)

Qualification Gained

Advanced Apprenticeship (Level 3)