Royal Cornwall Hospitals Trust

Service Desk Analyst Apprenticeship

This job is now closed

Job summary

Service Desk Apprentice

This is an 18 month development opportunity for someone looking for a career in IT support. The successful candidate will complete the Level 3 Digital Support Technician Apprenticeship, focussing on the Digital Service Technician option within that standard.

This role would suit a school leaver with great customer care skills, an enthusiasm for IT and a friendly telephone manner.

The ability to multi-task (accurate keyboard skills whilst conversing with customers) and the confidence to recognise when you need to escalate will also be key. If you think you have some or all of these qualities we would love to meet you.

Please note: we are not able to shortlist any applicants with more than 50% prior learning or experience as described in the attached apprenticeship standards.

Main duties of the job

The post holder will spend an initial period training alongside our friendly team of support staff at the CITS office in Redruth, with working from home an option, dependent on progress.

An average of 20% of the working week will be spent on training and work based projects, building up assessment evidence for your qualification.

Your primary role will be to process support requests both online and via the telephone, recording all contacts on our incident and request management system.

About us

The Service Desk team provide first line support to more than 12,000 clinicians and support staff across Cornwall and the Isles of Scilly, managing around 140,000 requests and incidents a year.

Date posted

25 July 2022

Pay scheme

Other

Salary

£14,231 a year per annum

Contract

Apprenticeship

Duration

18 months

Working pattern

Full-time

Reference number

156-4405449

Job locations

Trecarrel House

Drump Road

Redruth

TR15 1LU

Job description

Job responsibilities

Ensure all incidents and service requests are recorded accurately, categorised, prioritised and progress managed on the Service Desk system.

Aim to respond to and fix incident and service requests within speed and permission parameters at first point of contact, whilst maintaining a fast and efficient service.

Analyse situations/information to identify and resolve a wide range of problems, particularly regarding first line support for e-mail, applications and systems software, data communications, telecommunications, technical infrastructure and end user devices.

Investigate enquiries and queries from staff and provide assistance and advice as required.

Provide front line remote management services to resolve incidents where possible and within reasonable timescales.

Advise staff and customers on relevant systems and related policy.

Ensure all calls not resolved at first point of contact are passed on to the relevant second level or on call support staff for resolution, in a manner according to their urgency.

Progress follow up calls on behalf of customers, escalating where service level targets have been breached or unacceptable delays have been experienced.

Ensure all follow up contacts to the Service Desk regarding logged incidents are accurately updated within the help desk system.

Ensure calls within the Service Desk area of responsibility are updated and signed off once the customer has confirmed the call has been resolved.

Liaise with third party organisations and suppliers, following standard procedures for incident management.

Where volumes and staffing allows, undertake second line analysis and support for network and email account administration, including but not limited to: network account creation/amendments/moves/deletions; email account, system held distribution group and resource management; share and permission creations/amendments/removals; NHS mail administration; access control for remote working, secure devices and centrally delivered applications; plus troubleshooting and investigating incidents with all of the above.

Ensure all calls are linked with up to date entries in the client inventory within the Service Desk System where one exists.

Perform pro-active monitoring of selected servers, system messaging and links to ensure fast response to faults occurring in clinical and business systems affected by outages.

Ensure all person identifiable data is handled according to the IT security and Information Governance policies.

Occasionally participate in testing of IM&T systems proposed for use in the organisation.

In the absence of direct supervision be responsible for building security (in particular out of hours and at weekends) including locking and unlocking the building, ensuring the alarm is set or de-armed.