About
Employer description
Suffolk County Council is the upper-tier local authority for the county of Suffolk, England. It is run by 75 elected county councillors representing 63 divisions. It is a member of the East of England Local Government Association.
When you join Suffolk County Council as an Apprentice Assistant Support Analyst we’ll support your development from the start. We’ll help you to play to your strengths, diversify your skills and build an influential and impactful career. With a variety of career paths and learning opportunities to explore, if you’re motivated and passionate there’s no limit to how far your ambition could take you.
Main description
You will be part of the IT service desk team, whose main purpose is to provide prompt and courteous IT support to our internal staff and external partners and stakeholders
We are a supportive and friendly team and take pride in providing the best service we can.
- Providing technical IT support to all customers, ensuring that all necessary Service Desk procedures and data recording requirements are met for each enquiry.
- Acting as a customer advocate, taking appropriate action regarding the enquiry, including investigation and prioritisation through to resolution, or where necessary passing to appropriate colleagues in 2nd or 3rd line teams.
- Investigating incidents and assisting in the implementation of identified solutions e.g. installing hardware/software to meet customer requirements as instructed.
- Answering varied and sometimes difficult queries, providing advice and solutions.
- Being proactive in identifying and fixing day to day issues on all devices and peripherals.
- This will involve the use of multiple hardware and software platforms.
- Calling on more experienced colleagues and external resources as necessary.
- Ensuring day to day incidents are resolved in line with IT processes and SLAs including liaising with customers to log, monitor and resolve issues as required.
- Making sure work allocated to the team and self meets deadlines and is of a high standard. Ensuring compliance with appropriate legislation e.g. data security, data protection, and Freedom of Information.
Training to be provided
Apprenticeship course name - Level 3 Information Communications Technician Information communications technician / Skills England
Length of apprenticeship - 18 months + end point assessment
We welcome apprenticeship applications from all ages and backgrounds. There's no upper age limit - it's never too late to start developing new skills. We want to provide opportunities for anyone interested in launching or advancing their career.
The apprenticeship you're applying for must build on your qualifications. If you have experience in this field, the apprenticeship you're applying for must be at a higher level.
Entry requirements
- An interest in the IT industry and in providing technical IT support
- The ability to provide excellent customer service either on the telephone or face to face
- Problem-solving skills and an analytical approach to your work
- The ability to remain calm and effective under pressure, which is essential
- GCSE Level 4 / Grade C or above is required for both English and maths
- To be able to converse at ease with customers and provide advice in accurate spoken English which is essential for the post.
We’re big believers in potential, possibility and the power of different ideas. We’re always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report.
For more information
For an informal discussion, please contact Alex Birney (he/him), by calling 01473 296523 or emailing alex.birney@suffolk.gov.uk
If you want to apply for a secondment, read the secondment policy first. Make sure you get permission from your current manager before submitting your application.
How to apply
Step 1 - Read the Job and Person Profile (Word).
Step 2 - Click ‘Apply Now’ to start your online application.
Step 3 - Upload a supporting statement answering the following questions below (no more than 400 words per question). You should use the Supporting Statement template.
Question 1 - Tell us what skills you have learned whilst at school/college, volunteering and/or working that you think will be useful to you in this role and why?
Question 2 - Why would you like to work in IT?
Question 3 - Tell us about a time you helped others, what did you do and what happened as a result and what you could have done better the next time
Question 4 - Why are you interested in working in working for Suffolk County Council?
Question 5 - What are you hoping to gain from this apprenticeship?
Question 6 - Using our WeAspire values (see bottom of JPP); tell us about a time or situation when you have demonstrated one of these values?
Step 4 - Upload a CV (without name and personal details).
Please note: Without a supporting statement and CV, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format.
We value authentic applications that showcase your genuine skills and experiences. Applications suspected of being generated by AI may be rejected. We encourage you to present your own work and ideas throughout the application process.
If you require any reasonable adjustments to the application process before the next selection stage, please contact our Recruitment Team by emailing recruitment@suffolk.gov.uk or calling 03456 014412. If you are invited to the next stage of selection, you will have another opportunity to request adjustments for the next stages of the process.
Closing Date
The closing date for this job offer is on 26/10/2025
Salary
£24,413 per year
Location
This job is located in Ipswich, Hybrid working, Suffolk,
How to Apply
About West Suffolk College
West Suffolk College is an ambitious vocational and academic College, with a stunning main campus set in the heart of Bury St Edmunds. We are committed to providing outstanding education to all our students.
