Apprentice IT Support Analyst

Job overview

The Tech Bar Team play an extremely important role by delivering and supporting a range of IT services to the Trust’s members of staff, in support of high-quality patient care. The Team is instrumental in delivering high standards of customer service and adopts a continuous improvement approach to the service it delivers.

We are looking for someone with an interest in IT who is looking to gain technical support experience, skills in managing the user experience via phone and face to face contact and develop exceptional customer service skills to join us as an Apprentice IT Support Analyst.

Main duties of the job

The successful candidate will need to be:

• Motivated to learn.A team worker.

The successful candidate will need to have:

• Prior experience of working in a customer facing environment or technical skills gained through education or self-learning.
• Experience in using Microsoft operating systems knowledge specifically Windows.
• Excellent Customer Care skills.
• Strong communication and troubleshooting skill.
• Good documentation skills.
• Ability to follow instructions both written and verbal.

Other desirable skills include:

• Understanding IT Service Management (ITSM) terminology such as

• Incident & problem management.
• Service requests.
• Asset and Configuration management.
• Continual Service Improvement

• Working knowledge of Service Desk and best practices.
• Critical thinking (what might be missing from a situation or problem description)

Detailed job description and main responsibilities

The post-holder’s 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 supplier’s 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.