IT Service Centre Support Specialist
3 weeks ago
About the Role
The University Hospitals Birmingham NHS Foundation Trust is seeking a highly motivated and customer-focused individual to join its IT Service Centre team as an IT Client Service Analyst Apprentice.
As a junior member of the team, you will assist in providing responsive and efficient IT support services to Trust users and stakeholders. Your primary responsibility will be to provide routine first-level IT support, ensuring that customers receive timely and effective assistance with their IT queries.
You will work closely with the Service Centre Team Leader and Senior Service Centre Analysts to maintain high levels of customer satisfaction and experience. This will involve assisting with second-line support for all users of NCRS systems and other nominated core patient or non-clinical applications.
Main Responsibilities
- Provide routine first-line IT support to Trust users and stakeholders via phone, email, or online Self-Service Portal.
- Assist with incident management and request fulfillment, ensuring that issues are resolved efficiently and effectively.
- Work collaboratively with the IT Service Centre team to achieve agreed service level agreements and targets.
Requirements
To succeed in this role, you will require:
- A strong understanding of basic ICT principles and their application within the NHS environment.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers at all levels.
- Strong problem-solving skills, with the ability to troubleshoot and resolve IT issues in a timely and efficient manner.
- GCSE Maths and English (or equivalents) at grades 3+ (D or above).
- Familiarity with ITIL processes and service management best practices would be advantageous.
Benefits
This apprenticeship offers a unique opportunity to develop your IT skills and knowledge while working in a dynamic and supportive environment. You will benefit from:
- On-the-job training and mentorship from experienced IT professionals.
- Opportunities for career progression and professional development.
- A competitive salary package, estimated to be around £18,000 - £20,000 per annum, depending on location and experience.
- A comprehensive benefits package, including pension scheme, annual leave, and access to employee wellbeing programmes.
Location
This role is based at Yardley Court, 11-13 Frederick Road, Edgbaston, Birmingham B15 1JD. The successful candidate will be required to work shifts as per the Support Cover Rota, which may include evenings, weekends, and public holidays.
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