The purpose of this role is to provide a confident, friendly and efficient 1st Line support service to our NHS customers and partners within Nottinghamshire. Working within the 1st Line support technical team you will support the team in answering any calls and ensuring that they are logged and escalated on the service desk database. You will be required to inform customers of NHIS of the status and progress of their call and monitor calls and escape where required. You will need to ensure that telephones are answered promptly and professionally. You will assist with the processing and access controls of the systems and ensuring that only appropriate staff are given access to the systems as per their managers request. You will be expected to support the administration and issuing of smart cards which allow staff access to ESR and clinical systems. You will be dealing with a high volume of calls which will require you to be polite and helpful at all times. The environment is busy and noisy and you will need to be happy to sit for long periods of time, wearing a headset to take calls. Your main duties will be:
Responsibilities
* To ensure telephones are answered promptly and professionally
* To accurately log all calls on the Service desk database
* To ensure all incidents received are logged and escalated appropriately
* To issue call reference numbers to customers of the NHIS
* To ensure customers of the NHIS are suitably informed of the status and progress of their call
* To log calls to NASP, LSP and third-party suppliers on behalf of NHIS customers
* To monitor calls logged on the service desk and inform the First Line Support Team Leader
* To ensure customer complaints are escalated to the First Line Support Team Leader
* To be responsible for processing and ensuring only appropriate personnel have been assigned relevant access to all systems, 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 escalates 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.
Training Schedule
This programme is delivered via a day release delivery model which means that one day per week, your attendance is required at our Derby Road Campus (NG18). This attendance is required during term time only
You will work with expert assessors and tutors to develop new knowledge, skills and behaviours within the profession
You will experience a blended learning model
GCSE in:
* English (grade 4)
* ICT (grade 4)
* Maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Initiative
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