Service Desk Analyst Apprentice (Routes Healthcare)

Summary

We are looking for a driven and self-motivated Apprentice Support Analyst to join our IT team. The key to the role is user support so we require a good communicator who will enjoy interacting with the team at our main office and service hubs across the North of England.

Annual wage

£16,000 a year

Minimum wage rates (opens in new tab)

£16,000-£18,000 (Depending on experience)

Training course

Information communications technician (level 3)

Hours

Monday to Friday - 9am-5pm

35 hours a week

Possible start date

Monday 7 October

Duration

1 Year 6 Months

Positions available

1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

You will be a first point of contact for users and provide support across all current business applications ensuring high quality IT Support is consistently delivered and maintaining the performance of the IT systems.

You will be based at our main office in Rochdale.
Travel to support colleagues at other sites may be required.

Your duties and responsibilities in this role will consist of:

Providing a first line IT point of contact for all internal users, including on-site support in person as required.
Logging and responding to calls submitted to the Service Desk via telephone, email, or in person.
Provide system access as requested for new users, leavers and to support any system changes.
Monitoring and escalating tickets as required to meet or exceed SLAs.
Maintain service desk documentation including guidance for users.
Liaise with other members of the IT team and external partners as required to support resolution of support tickets.
Supporting remote offices with network and IT equipment on site.
Maintaining, updating and creating administration documentation.
Using the service desk software to log calls with descriptions of issues, progress and solutions.
Management of incoming emails and calls to the IT team.
Administration and support with IT assets and equipment including tablets and mobile phones.
Support on IT projects when required.

Where you’ll work

Cedar House

Sandbrook Park, Sandbrook Way

Rochdale

OL11 1RY

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

ESTIO TRAINING LIMITED

Your training course

Information communications technician (level 3)

Equal to A level

Course contents

Interpret and prioritise internal or external customer's requirements in line with organisation's policy

Apply the appropriate tools and techniques to undertake fault finding and rectification

apply Continuous Professional Development to support necessary business output and technical developments

Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders

Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate

Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders

Manage and prioritise the allocated workload effectively making best use of time and resources

Complete documentation relevant to the task and escalate where appropriate

Install or undertake basic software upgrades,either physically or remotely

Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements

Provide remote/F2F support to resolve customer requirements

Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Identify and scope the best solution informed by the system data associated with the task

Test and evaluate the system's performance and compliance with customer requirements.

Escalate non routine problems in line with procedures

Use basic scripting to execute the relevant tasks for example PowerShell, Linux

Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times

Apply the necessary security, in line with access and/or encryption requirements

Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely

Test and evaluate network environments

Monitor performance and usage of a network

Deploy applications on a network

Set up storage and data access for staff

Apply necessary security measures, in line with access requirements to a network

Carry out routine maintenance across network systems, ensuring organisational compliance

Monitor network-related workloads including DNS and firewalls

Install or undertake basic upgrades, either physically or remotely

Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.

Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.

Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.

Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy