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Within University IT, the Service & Operations Group is responsible for the day to day operation of the centrally managed IT service. Operating within an ITIL framework, the group provides the IT Service Desk, Incident and Problem Management, Change, Configuration and Release Management, Service Delivery and Data Centre Operations.

As part of a service delivery team, you will provide a highly professional, friendly and customer focused face to the services offered by University IT.

The apprentice role is required to provide general technical assistance to others through working within University IT and by completing a training programme as set out by University IT in conjunction with the training provider as part of an apprenticeship scheme with a view to obtaining skills and expertise in ICT and ICT administration activities within higher education.

These posts are fixed-term for 2 years

Salary: £22,994 per annum (Grade 1). Appointments to roles at Cardiff University are usually made at bottom of scale unless in exceptional circumstances

Please note we are a living wage employer and will pay the minimum of £12.21 per hour.

Living Wage:

The University is an accredited Living Wage employer. If your starting hourly rate is below the current rate for the Living Wage, you will receive an additional non-pensionable allowance to increase it to the Living Wage rate, as implemented by the University. Should any subsequent increase to your base hourly rate take you to, or above, the Living Wage rate as implemented by the University, this allowance will be removed.

Please be aware that Cardiff University reserves the right to close this vacancy early should sufficient applications be received.

Cardiff University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds who have the ambition to create a University which seeks to fulfil our social, cultural and economic obligation to Cardiff, Wales, and the world. In supporting our employees to achieve a balance between their work and their personal lives, we will also consider proposals for flexible working or job share arrangements.

Job Description

To provide general technical assistance to others through working within University IT and by completing a training programme as set out by University IT in conjunction with the training provider as part of an apprenticeship scheme with a view to obtaining skills and expertise in ICT and ICT administration activities within higher education.

Key Duties

• Deal with simple and routine enquires from internal and external customers in a professional manner, following established procedures, referring complex enquires to relevant staff members, ensuring all relevant facts and information needed is recorded and passed on
• Assist in the maintenance of routine records, updating databases as required, supporting the analysis of routine data/information as required
• Work on own initiative on set tasks ensuring standard guidelines and procedures are adhered to, recognising when to refer a problem to others.
• Take an active role in the team and support the team to achieve its objectives
• Ensure that IT workspaces are maintained through cleaning and undertaking routine care of area, machinery and equipment
• Ensure that IT workspaces are prepared for use by others, setting up and clearing away equipment, materials and supplies, transporting items as needed

General duties
• Ensure that an understanding of the importance of confidentiality is applied when undertaking all duties;
• Abide by University policies on Health and Safety and Equality and Diversity

• Perform other duties occasionally which are not included above, but which will be consistent with the role.

As an employee of Cardiff University the post holder will:

• Ensure compliance with legal and regulatory requirements in respect of equality and diversity, data protection, copyright and licensing, security, financial and other University policies, procedures and codes as appropriate.
• Take reasonable care for the health and safety of yourself and of other persons who may be affected by your acts or omissions at work in accordance with the Health and Safety at Work Act 1974, EC directives and the University's Safety, Health and Environment Policies and procedures and to cooperate with the University on any legal duties placed on it as the employer.

Additional Information

As an employee of Cardiff University the post holder will:

• Ensure compliance with legal and regulatory requirements in respect of equality and diversity, data protection, copyright and licensing, security, financial and other University policies, procedures and codes as appropriate.
• Take reasonable care for the health and safety of yourself and of other persons who may be affected by your acts or omissions at work in accordance with the Health and Safety at Work Act 1974, EC directives and the University's Safety, Health and Environment Policies and procedures and to cooperate with the University on any legal duties placed on it as the employer.

Person Specification

Important note: It is the University's policy to use the person specification as a key tool for short-listing. Candidates should evidence that they meet ALL of the essential criteria as well as, where relevant, the desirable. As part of the application process you will be asked to provide this evidence via a supporting statement. Please ensure that the evidence you are providing corresponds with the numbered criteria outlined below. Your application will be considered based on the information you provide under each element.

When attaching the supporting statement to your application profile, please ensure that you name it with the vacancy reference number, e.g. Supporting Statement for XXXXBR.

Essential Criteria (maximum of 10)
Qualifications and Education

1. Basic Numeracy and Literacy with a minimum of 5 GCSEs level A*-C, including Maths & English
2. Ability to show initiative in solving problems when needed

Knowledge, Skills and Experience

1. Experience of using and carrying out basic maintenance equipment and machinery
2. Experience of using appropriate IT and Microsoft office packages

Customer Service, Communication and Team Working

1. Ability to deal with customers and other employees in a professional manner
2. Ability to work individually or as an effective team member, providing support and encouragement to other team members where necessary
3. Ability to deal promptly, effectively and courteously with requests for information or service

Planning, Analysis and Problem Solving

1. Ability to follow instructions and work independently within set procedures / practices
2. Ability to show a well organised approach to work

Other
A willingness to undertake further training and development

Desirable Criteria (if appropriate)

10. Experience of other operating systems e.g. Linux, MacOS and programming.
11. NVQ Level 2
12. Fluency in Welsh, written and oral

Cardiff University is a public research university located in Cardiff, Wales providing undergraduate and postgraduate degree programmes across a broad subject range.