ABOUT DOWNING COLLEGE:

Founded in 1800, Downing College in the University of Cambridge has a unique and magnificent setting among twenty acres of lawns and trees yet is located in the centre of Cambridge. The open landscape has a superb collection of neo-classical buildings from the nineteenth, twentieth and twenty-first centuries. Those living and working in Downing enjoy a beautiful environment unique in Cambridge in its spaciousness.
The College is composed of approximately 50 Fellows and 165 non-academic staff and its aim is to help all students to develop their academic ability and personal potential during their time here. We pride ourselves on being a friendly and informal community for Fellows, staff and students alike. Set within this expansive and beautiful landscape, Downing also has a thriving conference business and provides customers with a choice of superior conference, meeting and theatre facilities.

DESIRABLE SKILLS:

• Demonstrable knowledge of Microsoft operating systems and their applications packages.
• Good analytical thinking.
• Excellent communication skills are critical for the role.
• The role holder must be self-motivated, willing to acquire new skills and knowledge, capable of working unsupervised and must be able to complete projects in a timely and professional manner.

ENTRY REQUIREMENTS:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject
  You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.
  If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

• Perform both first and second line support via remote or desk visit.
• Prioritise and diagnose incidents and requests according to agreed procedures.
• Investigate causes, resolve or escalate to senior team members.
• Act as the main contact point, receiving and handling requests for support via multiple channels.
• Analyse causes of incidents and inform service owners to minimise probability of recurrence and contribute to service improvement.