Job Summary
  • Salary
    £192 (per week)
  • Location
    Warrington, Cheshire
  • Sector
    Technology Level 3
  • Duration
    12 Months
  • 1 Position Available
  • Closing Date
    13th December 2016
  • Employer Name
    Serco Lts T/A Serco Project Services
  • Distance from acadmey
    • 23.8 Miles
    • 41 Minutes
  • Address
    Birchwood WA3 6WX, United Kingdom

Job Description

As members of the Business Support Team, the ICT department are key in helping to ensure that the contract meets it contractual requirements. This roles is to ensure that all ICT systems used are maintained and supported to a high level. Whilst also assisting in the administration of the key operational system.

The ICT Team are a key interface between the contract, Serco’s Group IT

Department (GTD) and the software supplier.


The successful applicant will be reporting directly to the Business Support & IT Manager. They will be based from Serco Group Plc’s office in Birchwood, Warrington and must be able to travel here on a daily basis. They must also be able to the travel to the 3aaa Academy in Liverpool City Centre for their apprenticeship training.


Provision of 1st and 2nd line ICT Support

  • Via the telephone, verbal and e-mail requests to ensure that ICT issues are resolved within SLA requirements and following ITIL best practice.
  • To create users following HR processes, ensuring the right profiles are maintained and used.
  • Hands on maintenance across the office sites in Birchwood and Liverpool, including software installation, technical repairs, fault finding and asset surveying
  • To assist users in regards to general IT queries


Ownership of ICT Requests

  • All requests are to be entered and maintained in a service desk system.
  • To assist in producing local operating procedures




Assisting in maintaining user accounts on key operational system

  • To create users following HR processes, ensuring the right profiles are maintained and used.
  • To delete users following HR processes, ensuring the security of the application is maintained.


Customer Management

  • To ensure internal customers follow the processes and are able to use the system as required.
  • To liaise between the users, GTD and the software supplier when required.


Development of Role

  • To self-manage and develop role as knowledge of the business and the system increases.

Working Week

Monday – Friday 9:00am – 5:00pm 37.5 HOURS PER WEEK


Requirements & Prospects


Ideally a minimum 4 GCSE’s C and above Including Maths, English and ICT (or equivalents) Studied IT at GCSE or A-Level (preferred) Completing a Security Clearance at CTC level (Counter Terrorism Check) and CRB clearance required (Serco Civil Government is exempt from the Rehabilitation of Offenders Act 1974 and all offers of employment are subject to security clearance checks and approval by the Home Office)

Desired Skills

• Good understanding of ICT core infrastructure
• Proficient with Microsoft Office suites
• High degree of computer literacy & keenness to learn
• Ability to communicate with all users from all levels of the business, providing simple non-complex solutions to users
• Ability to understand user requests and record information
• Ability to work to deadlines and multi-task
• General ICT knowledge and support experience ideal
• Customer service / support experience (desirable)
• Computer hardware maintenance (desirable)
• Knowledge of database reporting tools (preferred)

Personal Qualities

• Excellent team player
• Flexible approach to working hours where required
• Positive attitude towards work
• Punctual

Future Prospects

Full time employment after 12 months and potential progression onto Level 4 possible for the right candidate

  • 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 Liverpool 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)