IT Support Technician apprentice - Black Country Healthcare NHS – Find an apprenticeship

Summary

You will work as part of the ICT Service Desk team where you will be the first point of contact for our Trust colleagues with regard to faults and incidents associated with using our infrastructure, communications and core corporate applications.

Annual wage: £12,514 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday Shifts will include: 8am - 4pm and 9am - 5pm
37 hours a week
Possible start date: Thursday 10 October
Duration: 1 Year 9 Months
Positions available: 2

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

Taking and resolving the ICT Service desk telephone calls.
Complete user and resource request forms
Taking ownership of faults and incidents and managing them by categorising and prioritising them in line with team procedures
Escalating any incidents and service requests that you can’t resolve, to senior members of staff
Have a 'service orientated' approach to work, with excellent customer service skills
To work as a member of a team, encouraging knowledge sharing.
Manage daily tasks and activities which may require reprioritisation to satisfy changing business needs
Follow agreed plans, procedures and instructions to complete tasks and activities
Work to defined deadlines as part of a team and on an individual basis to deliver technical service within the Service Level Agreements
Quick and accurate advanced keyboard skills required for computer related tasks
Safe transportation of IT equipment making use of trolleys and Trust vehicles as required
Ensure all installations & removals are documented in the agreed manor
Participates in the auditing of hardware and software ensuring that trust asset registers are maintained
Advise Trust colleagues on internal procedures and processes
Assist in the development and management of internal documentation
Aim to achieve Service Desk and personal SLA’s and KPI’s
To undertake any other duties of a similar nature consistent with the responsibilities of this post in order to provide a quality ICT service

Where you’ll work

Unit 5 & 6

Crackley Way, Peartree Lane

Dudley

DY2 0UW

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

TECHNICAL PROFESSIONALS 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