Apprentice IT Support Analyst

Job description

Job responsibilities

The post-holders responsibilities will be phased. Those in standard font will be undertaken from Day 1; those in italics are the responsibilities the post-holder will develop into over the duration of the apprenticeship.

Responsible for recording all Tech Bar calls reported by users and answer all enquiries, detailing time and date, customer name and location and the description of the call as well as issuing a call reference number to the user, in line with our Tech Bar minimum data set requirement.

Perform first level diagnostic procedures to identify and rectify issues reported, offer telephone advice, guidance and/or resolution where possible, prioritise and filter Tech Bar calls requiring further action and then forward these tickets on to appropriate Tier 2 or Tier 3 teams.

Forward appropriate Tech Bar calls to third party support service providers including any national solutions including NHS Email, recording the suppliers call reference number, and giving this to the customer when required.

Manage and maintain user accounts including password administration on Various IT systems such as Active Directory, National NHS Email, Managed Print service etc.

Have Local Organisation Administration functionality within the National NHS Email System providing support to all Trust users.

Maintain our asset configuration database of all Trust IT equipment, ensuring that data is accurate and up to date.

Populate and maintain the Tech Bar call logging system.

Alert the IT Service Operations Manager or the Head of Digital Operations to major incidents and when outstanding Tech Bar calls are not being progressed in a timely manner.

Where necessary contribute towards to adding and updating of our Knowledge Base system.

Adhere to security best practices given the confidential information that the post holder may come into contact within their role.

Contribute to general IT office administration.

To provide support throughout the Tech Bar hours, both over the phone and face-to-face.

To participate in a staff rota covering our core business support hours which is between 8am and 6 pm Monday to Friday excluding bank holidays.

Any other tasks as reasonably required and requested.

Person Specification

Qualifications

Essential

• Educated to GCSE level or equivalent relevant experience.

Desirable

• Previous IT Support experience

Experience

Essential

• Experience of IT system administration and knowledge gained through education.
• Good communication skills and the ability to diplomatically deal with customers.
• Flexible attitude to prioritisation of workload (to support the dynamic nature of the service).
• Some experience of working under pressure and to tight deadlines.
• Experience of liaising with colleagues, and IT users.
• Multi-tasking ability required to deal with multiple incidents awaiting resolution.

Desirable

• Experience of working in a customer facing role
• Preparation of short written reports.
• Understanding of digital working practices used in an enterprise environment (e.g.: ITIL, IT Service Management)

Skills

Essential

• Excellent communication skills - verbal, written, presentational and interpersonal.
• Excellent keyboard and telephone skills.
• Ability to communicate system and technical issues to a variety of staff at different levels within the organisation.
• Well, presented, flexible, positive, resilient, methodical, team player.

Desirable

• Able to work to deadlines in a busy and changing environment.
• Excellent problem-solving skills

Knowledge

Essential

• Knowledge of Microsoft Windows 10 and 11 operating systems.
• Microsoft Office 2016 onwards.
• Printer and other IT peripheral operation

Desirable

• Familiar with using a PC and standard office software.
• IT literate with knowledge of ICT procedures

Values

Essential

• demonstrate your values and behaviors mirror those of the Trust

Other

Essential

• Office based role with the need for travel to Christie managed sites as necessary.
• Ability to participate in out- of-hours on-call Rota as required.
• Ability to undertake shift working including out-of- hours, weekend, and Public Holidays.
• Able to move computer equipment around the Trust

Desirable

• Evidence of continuing professional and personal development.

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.

Employer details

Employer name

The Christie NHS FT

Address

IT ICT - E00387

Wilmslow Road

Manchester

M20 4BX

Employer's website

https://www.christie.nhs.uk/ (Opens in a new tab)