Level 3 IT Support Technician Apprentice - Alder Hey Children's NHS Foundation Trust – Find an apprenticeship

Summary

The overall purpose of Digital is to enable, promote and support the effective use of data, information, knowledge and technology to assist and improve health and health care delivery. The apprentice will be the first point of contact for all IT queries, incidents, problems and requests.

Wage: £19,554 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday - Friday, 9.00am - 5.00pm.
37 hours 30 minutes a week
Possible start date: Monday 1 September
Duration: 1 year 6 months
Positions available: 1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you’ll do at work

In this role you will be required to:

Be the first point of contact for all IT queries, incidents, problems and requests, accurately logging information received by telephone, electronically or in person on the Service Desk system.
Progress, resolve, update and close call logs.
Action the resolution of incidents, problems and requests escalating and seeking further advice and information when necessary.
Escalate and monitor incidents and requests reported to external agencies, suppliers and contractors.
Provide first and second line support for PCs, peripherals and associated, designated hardware, software and applications.
Identify and rectify hardware, software and network issues.
Support the installation and maintenance of PCs (Desktops, Laptops, Tablets, mobile devices etc) and all associated peripherals (ie. printers, PDAs), software operating systems and applications software.
Undertake administration of logon credentials for designated systems/applications.
Undertake designated operational and data administration tasks for systems / computers.
Assist with maintaining an up-to-date inventory of hardware and software ensuring stock levels are maintained.
Receive and process orders for new ICT hardware and software.
Assist in the selection, development, use and maintenance of hardware and software for use within the PC environment (Desktops, Laptops and peripherals).
Dispose of redundant equipment in accordance with legislative, national and organisational policy and procedure.

Where you’ll work

Alder Hey Children's Hospital
Prescot Road
Liverpool
L14 5AB

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

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
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

Your training plan

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

More training information

During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Level 3 Information Communications Technician standard OR the Level 3 IT Solutions Technician standard.

The training covers the following core occupational duties:

https://www.instituteforapprenticeships.org/apprenticeship-standards/st0973-v1-2

https://www.instituteforapprenticeships.org/apprenticeship-standards/st0505-v1-1

Requirements

Desirable qualifications

GCSE in:

English (grade 4 (C))
Maths (grade 4 (C))

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Problem solving skills
Team working
Initiative
Flexible and adaptable
Keen interest in IT
Punctual and reliable
Friendly, outgoing nature
Professional attitude to work

Other requirements

You must meet the following eligibility criteria to apply for the role: have been a UK/EEA resident for the last 3 years, hold valid residency status, have the right to work in the UK.

About this company

The NHS has a multi-billion pound budget to deliver an efficient, modern, safe and effective healthcare service to patients. As they go through a period of transformation that sees efficiency savings impacting on their limited resources, they are looking to develop new talent to help deliver this challenge. Almost 2 million people make up the NHS workforce with over 350 different careers being split into 15 categories, one of which is Digital, one of the fastest growing areas within healthcare. Across the North West there are around 6,000 staff working in a Digital career. The overall purpose of Digital is to enable, promote and support the effective use of data, information, knowledge and technology to assist and improve health and health care delivery. Job Description: You don't have to work in a clinical job to help the NHS save lives. Healthcare organisations across the North West recruit apprentices annually on to the Skills Development Network's Foundation Digital Apprenticeship - a 21 month Level 3 programme offering opportunities to work in IT managing and supporting IT systems, hardware and software ensuring the functionality and accessibility of corporate services, including critical NHS clinical systems essential for the delivery of patient care. Apprentices, employed on a full time, fixed-term contract attend training weekly with an opportunity to undertake industry recognised qualifications, should be hardworking, organised individuals who are flexible and willing to learn with a personal interest in IT/Technology. As a Skills Development Network Apprentice in the NHS, you will be starting a career with the UK's biggest employer. Alongside great development and progression opportunities, you will receive an excellent package including a competitive salary, generous annual leave, and flexible working.

http://www.nhsapprenticeships.com (opens in new tab)

After this apprenticeship

This opportunity is advertised on a fixed term contract basis due to this being an apprenticeship, the objective of which is to gain a recognised qualification and experience in the workplace. This does not include a guaranteed permanent post with an NHS organisation, however throughout the apprenticeship individuals will be eligible to apply for vacancies within their workplace organisation, subject to the usual recruitment processes, with support being provided to ideally secure a position by completion. The apprenticeship will provide valuable work experience and a qualification that is recognised by employers.

Ask a question

The contact for this apprenticeship is:

TECHNICAL PROFESSIONALS LIMITED

Georgia Dunn

g.dunn@learn-tech.com

The reference code for this apprenticeship is VAC1000307055.

Apply now

Closes on Wednesday 30 April 2025

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

After signing in, you’ll apply for this apprenticeship on the company's website.

Cookies on Find an apprenticeship

Level 3 IT Support Technician Apprentice - Alder Hey Children's NHS Foundation Trust

Contents