We are currently recruiting for an IT Apprenticeship Position based within our Dover office, supporting our national operations. The successful candidate will work as part of a team to contribute to the overall success of Migrant Help’s aims and objectives.

Purpose of the Job:
- Support the staff with resolution of technical IT issues in a timely fashion
- Provide excellent customer support to colleagues
- Use own initiative to provide effective support across Migrant Help’s IT and telecoms systems
- Liaise with external IT support providers, as required
- Support and assist IT Manager, as required
- To contribute to the overall success of the Organisation in accordance with Migrant Help's aims and objectives

Main Duties & Responsibilities:
- Assist external IT support providers with onsite support
- Prioritise work requests in line with guidance from IT Manager
- Monitor incoming requests
- Ensure all issues are progressed to meet agreed SLA targets
- Ensure all issues are kept up to date and internal customer is informed of progress
- Ensure all issues are updated with the full resolution details prior to closure
- Provide general support and maintenance of the IT equipment and network
- Take responsibility for the IT asset log
- Assist in the setup of presentation equipment
- Provide support for the regular software updates on the network and equipment
- Support the issuance and collection of IT devices, including mobile phones, to/from starters and leavers
- Assist in the management of SharePoint
- Assist in the management of Dover site access system
- Assist in the management of website content

You will be trained on:
- The methods to fulfill the above duties
- How to liaise with a diverse range of end users from multiple departments
- How to meet service standards and turnaround times
- Effective communication skills
- Use of phone and email for business
- Management of workload
- Prioritisation of tasks


Working week:
Monday - Thursday 09.00-5.30 Friday 09.00-5.00
Total hours per week- 37.00


Desired skills:
- High standard of IT skills
- Understanding of computer networks and systems
- Aptitude to liaise directly with a diverse range of end users
- Aptitude to meet company service standards and turn-around time
- Strong communication skills
- Good clear written English
- Technical aptitude with the ability to learn new technologies quickly with training and support, where required
- Ability to work in an organised manner, under pressure and methodically
- Display an intelligent and professional attitude to work whilst not forgetting that 'the client comes first'
- Ability to relate to a wide variety of post holders both within and outside the organisation
- Ability to work in isolation and act independently as required

Personal qualities:
- A professional attitude
- An understanding and observance of impartiality and confidentiality
- Sympathetic to refugee and human rights issues

Qualifications required:
- GCSE (or equivalent) in English and Maths to grade C or above
- GCSE (or equivalent) in IT to grade C or above desirable or at least two years’ training in an academic setting or hands-on experience in IT in a business setting


This Intermediate Apprenticeship in IT, Software, Web & Telecoms Professionals will consist of the following framework:

EDI Level 2 Diploma in ICT Professional Competence (PROCOM)
Functional Skills in Maths, English & IT
Level 2 Certificate in ICT Systems & Principles
Employment Rights & Responsibilities (ERR)
Personal Learning & Thinking Skills (PLTS)

All of the training will take place within the workplace; however the apprentice may need to attend IPS International, Rochester for set exams and possible workshops throughout the apprenticeship.