Job summary
The IM&T Department provides IT support to Plymouth Hospitals NHS Trust and supported organisations within to the Plymouth Health Community and surrounding area.Within this department, the IM&T Service Desk provides the first point of contact for its users to request an IT service or report an IT related fault.
The qualification received for this apprenticeship is the Information Communications Technician (With Cyber Security) Level 3 Apprenticeship.
During the programme, the learner will complete:
- APMG - Information Security Analyst Foundation
- CompTIA A+
- CompTIA Cloud Essentials+
- ITIL v4 Foundation
- A Comprehensive portfolio of evidence showing their Knowledge, Skills and Competency as a Support Technicia
***Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
Main duties of the job
The role of the Service Desk Apprentice is to log and/or resolve incidents received via telephone, self service, or email in a fast, friendly and efficient manner, recording the information accurately on our call management system, ServiceNow, and forwarding on to the relevant technical team for resolution if required.
Apprentices will work under supervision, and will be expected to develop their technical, administration and customer service skills over time.This post is further enhanced with support and training to enable the post holder to resolve more complex IT issue either immediately over the phone or within a specified time period.
About us
We are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure. PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
Job description
Job responsibilities
- To record IT related requests and reports of faults from telephone calls, voicemails, emails and from other sources to the IM&T Service Desk into our call management system, ensuring the essential information regarding the fault is obtained and recorded.
- To actively monitor telephony, e-mail and voicemail support queues to the Service Desk
- To be courteous, helpful, flexible and responsive to users at all times.
- Ensure customer response times are maintained as far as is practicable.
- IM&T Service Desk Apprentice must have the ability to resolve technical problems of varying complexity within appropriate guidelines and support.
- To accurately record information given by the end user to enable the relevant technical staff to respond to the problem.
- To correctly forward logged calls to the appropriate team.
- To follow defined procedures to ensure that a standard approach is maintained
- To direct customers to appropriate sources of self-help information (i.e. User Guidance on ServiceNows knowledge base)
- To undertake a variety of First Point of Contact fixes (whilst the user is on the phone), such as password resets, setting up a VPN profile, enabling accounts and more)
- Under the Public Records Act all NHS employees are responsible for any records that they create or use in the course of their duties. Thus any records created by an employee of the NHS are public records and may be subject to both legal and professional obligations NHS Records Management Code of Practice.
Job description
Job responsibilities
- To record IT related requests and reports of faults from telephone calls, voicemails, emails and from other sources to the IM&T Service Desk into our call management system, ensuring the essential information regarding the fault is obtained and recorded.
- To actively monitor telephony, e-mail and voicemail support queues to the Service Desk
- To be courteous, helpful, flexible and responsive to users at all times.
- Ensure customer response times are maintained as far as is practicable.
- IM&T Service Desk Apprentice must have the ability to resolve technical problems of varying complexity within appropriate guidelines and support.
- To accurately record information given by the end user to enable the relevant technical staff to respond to the problem.
- To correctly forward logged calls to the appropriate team.
- To follow defined procedures to ensure that a standard approach is maintained
- To direct customers to appropriate sources of self-help information (i.e. User Guidance on ServiceNows knowledge base)
- To undertake a variety of First Point of Contact fixes (whilst the user is on the phone), such as password resets, setting up a VPN profile, enabling accounts and more)
- Under the Public Records Act all NHS employees are responsible for any records that they create or use in the course of their duties. Thus any records created by an employee of the NHS are public records and may be subject to both legal and professional obligations NHS Records Management Code of Practice.
Person Specification
Knowledge and Experience
Essential
- Five GCSEs of 4-9 (A*-C) or other relevant qualifications or experience
Aptitude and Abilities
Essential
- Good communication skills, written or verbal
- Attention to detail
Disposition, attitude and motivation
Essential
- Willingness to undertake further training and development
- Positive attitude
Person Specification
Knowledge and Experience
Essential
- Five GCSEs of 4-9 (A*-C) or other relevant qualifications or experience
Aptitude and Abilities
Essential
- Good communication skills, written or verbal
- Attention to detail
Disposition, attitude and motivation
Essential
- Willingness to undertake further training and development
- Positive attitude
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
