> Description Employer description: The Royal College of Physicians (RCP) is a professional membership body for hospital doctors, with over 40,000 members in the UK and internationally. Founded in 1518, we work to improve patient care and reduce illness through education, influence and collaboration. We are committed to creating an inclusive, supportive workplace where our values – taking care, learning and being collaborative – guide everything we do. About the role: You will join our IT Services team and provide first-line support to colleagues across the organisation. This is an excellent opportunity to gain hands-on experience while working towards a recognised apprenticeship qualification. Responsibilities: Providing initial triage of service requests and identifying the appropriate IT resources Logging, monitoring and tracking incidents through the call management system Providing first-line resolution for hardware, software and application issues Escalating incidents and service requests in line with service level agreements Keeping users informed of progress and ensuring excellent customer service Supporting desktop hardware, operating systems and business applications Assisting with desktop asset management Contributing to service improvement by analysing call trends and identifying recurring issues Adhering to IT policies, information security standards and health and safety requirements Supporting the wider work of the IT Services department where required You will work both independently and as part of a team, communicating with users via telephone, face-to-face, Microsoft Teams and the call logging system. Full support and mentoring will be provided by experienced Desktop Support Analysts and the IT Service Manager. Desirable skills: Good communication skills (verbal and written) Strong customer service skills Basic understanding of Microsoft Windows Awareness of Microsoft 365 applications Problem-solving ability Organisational skills and attention to detail Basic understanding of computer hardware components Interest in IT systems and emerging technologies Positive, “can-do” attitude Enthusiastic and keen to learn Self-motivated and proactive Team player Reliable and responsible Curious and innovative mindset Committed to continuous professional development Able to demonstrate professionalism and appropriate workplace behaviours Entry requirements: 3 GCSEs (or equivalent) at grades 4 (A-C) in any subject GCSE Maths and English (or equivalents) at grades 3 (D or above) Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme. If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. For more information please visit the UK ENIC website. Working hours: 35 hours a week. Standard working hours are on a rota to cover between 8am and 6pm, Monday to Friday. Benefits: Staff discounts on cinema tickets and high street brands Professional development and training opportunities Cycle to work and corporate eye care schemes Life assurance and occupational health support Employee assistance programme providing 24/7 support Enhanced maternity and paternity pay Health cash plan 29 days annual leave Future prospects: This apprenticeship provides a strong foundation for a long-term career in IT. On successful completion, there may be opportunities to apply for permanent roles within the IT Services team, subject to performance and organisational needs. Potential career pathways include: Desktop Support Analyst IT Support Technician Application Support Analyst Infrastructure or Systems Administrator You will gain valuable experience within a respected national organisation, developing both technical expertise and professional skills to support future career progression. About QA: Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. Interested? Apply now! Please be advised that this advert may close prior to the closing date stated above if a high number of applications are received. If you are interested in this vacancy please apply below as soon as possible.