IT Support Apprentice

- Responding to IT support requests via phone, Help Desk chat, and email in line with EiS KPIs and SLAs - Following approved ICT procedures when handling support requests - Providing information to help resolve incidents and escalating where necessary - Managing calls to EiS standards, including accurate and detailed call notes - Allocating unresolved calls promptly using agreed procedures - Maintaining clear records of actions taken and keeping relevant individuals informed - Building and maintaining knowledge of school ICT systems while working closely with the Help Desk team - Supporting other ICT support teams and project teams when required - Participating fully in training programmes and the Information Support Technician Level 3 apprenticeship pathway - Carrying out any additional duties reasonably aligned to the role - Completing all mandatory cyber security and risk management training and keeping knowledge up to date - Protecting the confidentiality, availability, and integrity of personal data processed by EiS - Reporting any data disclosed in error as part of our commitment to strong information governance