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Applications Support Lead

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Course Level

Level 4

Course Duration

24 months

Location

Nationwide

Awarding body

BCS

Whats involved.

Course Overview

Our Level 4 Applications Support Lead Apprenticeship is designed to equip the employee with the knowledge and skills to provide tactical advice, training and support on core technology applications (both hardware and software) to internal colleagues and external clients and customers to enhance and enable the delivery application-based products and services.

Applications Support Lead's interact with senior stakeholders directly, both internally and externally, and as part of both 'front of house' external client/customer facing team and the 'back of house' internal delivery team alongside, for example, learning and development and business information services colleagues. They report to IT service delivery leads but are expected to prioritise their workload and act without supervision or approval of their day-to-day work products.

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Whats involved.

What will you learn?

Module 1

Processes

Maintain application support processes, for example developing workflow plans/technical specification road maps.

Module 2

Policy & Procedures

Document and implement policy and procedures, for example on-boarding and leaver policies, and remote working procedures using a support desk operating platform.

Module 3

Diagnose & Resolve

Diagnose, resolve and recommend improvements to address hardware and software problems and compatibility issues experienced by external clients and customers, including liaison with third party vendors.

Module 4

Upgrades

Lead and manage upgrades and new technology implementations taking opportunities to speed up deployment through automation and process efficiency.

Module 5

Monitor

Monitor systems performance, investigate issues, collect performance statistics and create reports using application management software and tools.

Module 6

Technical Advice

Provide first fix unassisted strategic technical advice both in person or with remote desktop support tools by using the correct tools to provide analysis, diagnosis and resolution.

Module 7

Categorise & Prioritise

Categorise and prioritise incoming applications support requests.

Module 8

Identify

Monitor systems and software cycles to identify need for upgrades and patching with timely deployment.

Module 9

Analytics

Identify trends and solve systemic issues using analytical tools. Work alongside the support team to address systemic issues, involving relevant in-house teams or third-party vendors where necessary.

Module 10

Request Framework

Ensure that all requests for application support are dealt with according to agreed framework and procedures, recommending and implementing support team improvements where necessary.

Module 11

Training

Co-create and deliver training to colleagues, clients and customers of all levels of seniority, working with learning and development colleagues.

Module 12

Delivery

Identify how services will be delivered to clients/customers including use of technology, process and individual delivery responsibilities, working as part of the external client delivery team (with direct influence over the chosen solution) alongside commercial colleagues.

Module 13

Compliance

Liaise with internal compliance and, in some instances, regulators to provide data to such regulators in accordance with the employer organisation's compliance obligations.

Module 14

Regulation & Legislation

Ensure work product complies with applicable regulation and legislation including data privacy, cyber security and anti-money laundering laws.

Module 15

Improvements

Devise plans to implement and improve IT infrastructure and application change projects, for example, identifying organisational need for new applications and design and development of existing applications. Accepting ownership of changes that embody the DevOps culture with focus on user experience. Create project plans and assume or designate project management responsibilities.

Module 16

Management

Lead and manage the physical implementation of software (including updates/upgrades) and hardware relating to IT infrastructure (including routine back up processes of data) and application change projects directly with colleagues.

Module 17

Testing

Conduct software and hardware testing relating to IT infrastructure and application change projects, for example FAT (Factory Acceptance Testing) SAT (Site Acceptance Testing) and UAT (User Acceptance Testing).

Module 18

Supporting Colleagues

Provide first line 'day 1 go-live' floorwalking and deskside support to colleagues in respect of IT infrastructure and application change projects.

Module 19

Work Environments

Build, implement and support the creation of remote working environments and collaborative working platforms for colleagues and external clients and customers.

Module 20

Self-Learning

Practise continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development.

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Where next?

Progression opportunities

All of the courses we offer at GBS Apprenticeships are aimed to help progress your continuous professional development.

This qualification will prepare you for employment as a Applications Support Lead. Upon completion of this apprenticeship, you may consider higher apprenticeships or additional professional qualifications and training.

What now?

Can I apply for this course?

The entry requirement for this apprenticeship will be decided by each employer, but may typically be five GCSEs at Grade C/4 or higher.

Some of the requirements may be:

  • Typically have five GCSEs at Grade C/4 or higher.
  • Have been a resident in the UK/ Level 5 EEA/EU for the last 3 years.
  • Have Level 2 English and Maths or equivalent.
  • Be able to meet the programme modules through their job role.

Employers

How apprenticeships work for Employers?

From the outset, we communicate with you to find out exactly what your organizational requirements are, then find the best fit for the business and an individual who will bring value to the role instantly.

1

We want to engage with you

We will meet you in the first instance to find out exactly what your business needs from an apprentice, whilst ensuring that you have all the information you need from the outset.

2

Free recruitment

We will source high quality candidates that not only meet your organizational needs, but have the best personality fit and abilities to contribute to your office dynamics.

3

Ongoing support

Not only will we induct the apprentice, but we will offer ongoing support to both your business and the learner. We hold regular one-to-one sessions with our apprentices to ensure they are on the right track.

4

Delivery is important

We are versatile in our approach to teaching as we know every business has different needs, so we offer both academy-style support on a weekly basis, as well as distance-learning in the form of webinars.

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