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 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 Level 2 Customer Service.
***Preference will be given to internal Trust staff, as well as Priority and '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.
We are a people business where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure. PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
To record IT related requests and reports of faults from telephone calls, voicemails, emails and from
other sources to the IM&T Service Desk into our call management system, ensuring the essential
information regarding the fault is obtained and recorded.
To actively monitor telephony, e-mail and voicemail support queues to the Service Desk
To be courteous, helpful, flexible and responsive to users at all times.
Ensure customer response times are maintained as far as is practicable.
IM&T Service Desk Apprentice must have the ability to resolve technical problems of varying
complexity within appropriate guidelines and support.
To accurately record information given by the end user to enable the relevant technical staff to respond
to the problem.
To correctly forward logged calls to the appropriate team.
To follow defined procedures to ensure that a standard approach is maintained
To direct customers to appropriate sources of self-help information (i.e. User Guidance on ServiceNows
knowledge base)
To undertake a variety of First Point of Contact fixes (whilst the user is on the phone), such as password
resets, setting up a VPN profile, enabling accounts and more
For further details please see attached JD&PS.
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