IM&T Service Desk Call Handler (Apprentice)inPlymouthinPlymouthPUBLISHED WED 30 OCT 2024
This apprenticeship offers the Information Communications Technician Level 3 qualification with an emphasis on cyber security. Under supervision, the apprentice will learn to monitor support queues, assist users effectively, and forward complex issues to relevant technical teams. The role also involves directing users to self-help resources and conducting initial troubleshooting measures, such as password resets and VPN setups, to enhance the user experience. Overall, this position is a valuable opportunity to gain practical experience in IT service support within a healthcare environment.
The D&I Department provides IT support to Plymouth Hospitals NHS Trust and supported organisations within to the Plymouth Health Community and surrounding area.Within this department, the D&I Service Desk provides the first point of contact for its users to request an IT service or report an IT related fault.
The qualification received for this apprenticeship is the Information Communications Technician (With Cyber Security) Level 3 Apprenticeship.
At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
The role of the Service Desk Apprentice is to log and/or resolve incidents received via telephone, self service, or email in a fast, friendly and efficient manner, recording the information accurately on our call management system, ServiceNow, and forwarding on to the relevant technical team for resolution if required.
Apprentices will work under supervision, and will be expected to develop their technical, administration and customer service skills over time.This post is further enhanced with support and training to enable the post holder to resolve more complex IT issue either immediately over the phone or within a specified time period.
About us
- . To record IT related requests and reports of faults from telephone calls, voicemails, emails and fromother sources to the IM&T Service Desk into our call management system, ensuring the essentialinformation regarding the fault is obtained and recorded.2. To actively monitor telephony, e-mail and voicemail support queues to the Service Desk3. To be courteous, helpful, flexible and responsive to users at all times.4. Ensure customer response times are maintained as far as is practicable.5. IM&T Service Desk Apprentice must have the ability to resolve technical problems of varyingcomplexity within appropriate guidelines and support.6. To accurately record information given by the end user to enable the relevant technical staff to respondto the problem.7. To correctly forward logged calls to the appropriate team.8. To follow defined procedures to ensure that a standard approach is maintained9. To direct customers to appropriate sources of self-help information (i.e. User Guidance on ServiceNowsknowledge base)10. To undertake a variety of First Point of Contact fixes (whilst the user is on the phone), such as passwordresets, setting up a VPN profile, enabling accounts and more
For further details please see attached JD&PS.
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