Job summary
You will assist end-users with technical issues such as troubleshooting software and hardware problems, helping them with password resets, and resolving network connectivity issues.
Providing excellent customer service is vital. You'll need good communication skills to interact with the end-users on a professional and friendly manner, both in person and over the phone.
Learning how to manage and priorities support tickets is crucial. You'll be responsible for logging, tracking, and resolving or escalating issues efficiently.
As an apprentice, you'll have opportunities for learning and training both on the job and through education programs. During the fixed term, you will be expected to complete the Level 3 Digital Solution Technician apprenticeship standard.
Main duties of the job
- Provide excellent communication skills, both verbal and written, with a keen ability to explain technical concepts to non-technical users.
- Provide exceptional customer service skills with a patient and empathetic approach to resolving users issues.
- Demonstrate a passion for continuous learning and an eagerness to adapt to emerging technologies.
- Demonstrate an ability to actively listen to users of the services and extract relevant information to determine their requirements or the root cause of any issues.
- Liaise with support representatives of other organisations to ensure that problems are directed to the most appropriate support staff for resolution.
About us
Based in the North East of England we provide a range of hospital and community health services from our leading facilities, including the Queen Elizabeth Hospital, Blaydon urgent care centre and Bensham Hospital, all within Gateshead.
Established in 2005, we were one of the first foundation trusts in the country and since then have consistently achieved the highest levels of care for patients.
We now employ around 4,800 staff and currently provide 444 hospital beds across the Gateshead region.
Our values should be the 'golden thread' which runs through everything we do - they are the core of who we are. Our five values can easily be remembered by the simple acronymICORE; Innovation, Care, Openness, Respect, Engagement.
We have a number of staff networks including the Global Ethnic Majority (GEM) network, D-Ability network, LGBTQ+ Network and the Women's Network, to challenge us and help us to constantly improve. Our Armed Forces network is one of our emerging networks.
The health and wellbeing of our staff is one of our highest priorities, and we offer a range of support and initiatives as part of our 'Balance' programme balancegateshead.com to cater for our diverse workforce, so that your individual needs can be supported, allowing you a happy and healthy working experience with us.
Job description
Job responsibilities
- Communicates complicated, difficult to explain Digital issues to non-Digital staff/suppliers; communicates very detailed Digital information within peer group.
- Communicates highly technical IT concepts and issues with largely non-technical audience in a manner that is supportive and empowering.
- Communicates sensitive or contentious information to non-Digital Staff
- Communicates complex matters and difficult situations to users and or team members that may require persuasion and influence.
- Analyse, investigate and resolve complex Digital queries and issues/problems raised by all users of Trust Digital systems and equipment.
- Undertakes study and completion of a Level 3 Digital Solutions Technician apprenticeship stnadard.
Job description
Job responsibilities
- Communicates complicated, difficult to explain Digital issues to non-Digital staff/suppliers; communicates very detailed Digital information within peer group.
- Communicates highly technical IT concepts and issues with largely non-technical audience in a manner that is supportive and empowering.
- Communicates sensitive or contentious information to non-Digital Staff
- Communicates complex matters and difficult situations to users and or team members that may require persuasion and influence.
- Analyse, investigate and resolve complex Digital queries and issues/problems raised by all users of Trust Digital systems and equipment.
- Undertakes study and completion of a Level 3 Digital Solutions Technician apprenticeship stnadard.
Person Specification
Experience
Essential
- Strong experience of working in a customer service environment, not necessarily IT.
- Substantial experience of first and second line IT support in a highly complex environment.
- Familiarity with use of Service Desk software systems.
- Use of Microsoft operating systems, including installation, repair, service pack installation, upgrading, configuration.
- Familiarity with Microsoft end user productivity applications, including installation, configuration and basic use.
Skills
Essential
- Effective communication with all levels of users.
- Strong telephone call handling skills.
- Proficient at dealing with "difficult" customers whilst retaining a calm and friendly manner.
- Able to work with support staff from third party organisations.
Knowledge
Essential
- Knowledge of PC hardware and operating systems, including installation, support and troubleshooting.
- Knowledge of PC peripherals, including installation, support and troubleshooting.
- Familiarity with Microsoft product families and technologies, Intel x86 based desktop and server platforms.
Desirable
Qualifications
Essential
- Educated to NVQ Level III or equivalent experience.
- Familiar with Microsoft Office product family from a user and support perspective.
- Possess ITIL Green Badge certification.
- Possess Service Desk Institute Service Desk Analyst qualifications.
Desirable
- Educated to degree level or equivalent level in depth experience in an IT related subject.
- Certification from Microsoft or similar.
Person Specification
Experience
Essential
- Strong experience of working in a customer service environment, not necessarily IT.
- Substantial experience of first and second line IT support in a highly complex environment.
- Familiarity with use of Service Desk software systems.
- Use of Microsoft operating systems, including installation, repair, service pack installation, upgrading, configuration.
- Familiarity with Microsoft end user productivity applications, including installation, configuration and basic use.
Skills
Essential
- Effective communication with all levels of users.
- Strong telephone call handling skills.
- Proficient at dealing with "difficult" customers whilst retaining a calm and friendly manner.
- Able to work with support staff from third party organisations.
Knowledge
Essential
- Knowledge of PC hardware and operating systems, including installation, support and troubleshooting.
- Knowledge of PC peripherals, including installation, support and troubleshooting.
- Familiarity with Microsoft product families and technologies, Intel x86 based desktop and server platforms.
Desirable
Qualifications
Essential
- Educated to NVQ Level III or equivalent experience.
- Familiar with Microsoft Office product family from a user and support perspective.
- Possess ITIL Green Badge certification.
- Possess Service Desk Institute Service Desk Analyst qualifications.
Desirable
- Educated to degree level or equivalent level in depth experience in an IT related subject.
- Certification from Microsoft or similar.
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).
