IT Support Officer Apprentice

Employer description:
UHB is one of the largest teaching hospital trusts in England, serving a local, regional, national and international population.

The IT Services Technical Support Team provides second line support services for all internal and external IM&T Incidents, Routine Requests, Service Requests and inquiries.

Overview:
We are now searching for 3 candidates to join us on a IT Azure Level 3 Apprenticeship.

Forming part of the wider IT Services tiered support function, the purpose of the role is to provide point of contact and liaison for all related tier two support escalations and assignments with a view to providing enhanced investigations and timely ticket response level resolutions - To provide highly customer service orientated support services delivered within agreed service level targets and agreements.

Under supervision, you will assist and provide a key second line incident management support service to all users via telephone, remote support software and site visit.

Duties [will be to:]

• Provide a key second line Incident Management, Request Fulfillment technical support service to all users via telephone, remote support software and site visit.
• Provide second line assessment and prioritisation of all Incidents and Requests, with a view to service restoration or fulfillment as quickly as possible and or functional escalation as appropriate within agreed process and procedure.
• Analyse information obtained from first line support and computer users on all desktop related IT incidents and issues to enable resolution
• Respond to and resolving all incidents within agreed service levels
• Escalate unresolved incidents to third line support specialists with full information
• Provide day-to-day management and monitoring of team specific ITBM support queue within agreed Service Level Agreements updating and or closing tickets and providing confirmation to the Customer as required.
• Update the Ticket status and progress throughout lifecycle, including chase updates, reassignments, Resolution & Closure verification.
• Provide a professional, efficient and reliable Customer Service to all supported users utilising good communication and customer relationship skills.

The post holder will attend operational and project meetings as required, particularly linked to Go Live projects and if their IT/Systems expertise required.

Desirable skills: 

• An understanding of basic ICT issues and its application within the NHS and / or similar user base environment. 
• Experience gained working within an IT Service Desk / Centre Team or equivalent First Level / Application / Customer support function. 
• Enhanced level of communication and people skills with the ability to utilise empathy and listening skills. 
• Ability to communicate effectively to both technical and non-technical audiences.
• Attention to detail, with ability to absorb and translate technical and non-technical information.
• Ability to accurately record and document information and facts.
• Able to accurately follow documented process and procedures quantify and balance competing tasks and requirements.

Essential skills: 
Having good all-around level of technical knowledge and awareness

Entry requirements: 

• 3 GCSE’s (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. 

For more information, please visit the UK ENIC website.

Working week:
37.5hrs per week.

Benefits:

• Free Tea and Coffee
• Free uniform provided
• Cycle to work scheme
• NHS Blue light card for discount at major stores

Future prospects:
This apprenticeship comes with the possibility of gaining full-time employment upon successful completion of the course.
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

Important information: 
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. 
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