1st Line Service Desk Technician Apprentice (Trusted Technology Partnership)
The role of the 1st Line Service Desk Technician is to receive telephone calls, emails and live chats from users/customers, record as much information as possible, attempt to resolve the incident/request and log as a ticket if immediate remediation is not possible.
Role
Customers (Internal/External)
- Ensuring phone calls are answered within required SLAs
- Shared Inbox emails to be logged within SLA
- Ensuring Incidents & Requests are actioned within required SLAs
- Escalating high priority incidents & major incidents to management team
- Attempting to resolve incidents and requests on initial contact
- Ensuring regular, positive feedback from customers
- Act as single point of contact for end users
- Triage, and chase, calls to third party suppliers
- Clear, concise information to be recorded on each ticket.MDS to be completed, in full, on each ticket
- Aim to meet Team, and Individual, Objectives
- Maintain service delivery against Key Performance Indicators
- Manage and lead each phone call in an engaged and structured manner
- Retain ownership of incidents and requests until resolution or escalation
- Regular contact with end users
Key Elements:
In order to fulfil the role, the role holder will:
- Work quickly and accurately in all aspects of the role
- Assist users and customers with a wide variety of faults, queries, and concerns
- Ensure all information is logged in the relevant Service Management system, meeting the Minimum Data Set requirements
- Communicate confidently and accurately with users, customers, colleagues, and managers
Training
- Firebrand’s sector-leading Level 3 Information Communication Technician Apprenticeship Programme trains apprentices to deliver efficient operation and control of the IT and Telecommunications infrastructure and to deliver and support the information systems needs of an organisation
- Options include pathways for Support Technician, Network Technician and Digital Communications Technician
- Firebrands course is delivered either Online (online live instructor led), or face to face in the classroom environment (your choice). Our Subject Matter Experts (SMEs), Learning Mentors (LMs) and world-leading trainers prepare apprentices to work across multiple sectors
Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the Information Communication Technician apprenticeship:
- Microsoft Certified Azure Fundamentals (AZ-900)
- Microsoft Certified Azure Administrator Associate (AZ-104)
- CompTia IT Fundamentals+
- Certiport IT Specialist Networking
Key areas covered are:
Support Technician
- Maintenance or repair of systems faults
- Support for the roll-out of installation and commission of new systems or upgrades
Network Technician:
- Installation and commission of networks
- Maintenance or repair of network equipment
- Installation, configuration or maintenance task on either ICT related hardware or software
Digital Communications Technician:
- Installation and commission of telecoms networks
- Maintenance or repair of telecoms network equipment
- Installation, configuration or maintenance task on either
- The role offers a permanent role upon completion of the apprenticeship depending on performance
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- FIREBRAND TRAINING LIMITED
- Working Week
- Monday - Friday. Shifts to be confirmed.
- Expected Duration
- 18 Months
- Positions Available
- 1
- Closing Date
- Monday, 20th May 2024
- Start Date
- Monday, 27th May 2024
Desired Skills
- Communication skills
- IT skills
- Problem solving skills
- Written communication skills
- High level of professionalism
- Helpful and approachable
- Treat people with respect
- Open, direct and truthful
- Confident and outgoing
Qualifications
- 5 GCSE's including English and Maths GCSE or equivalent, grade (A*-C/9-4 or equivalent) (Essential)
About the Employer
HEALTHCARE COMPUTING LTD
Trusted Technology Partnership (formally known as Healthcare Computing Limited) is a specialist provider of NHS IT Infrastructure and Support services, supporting NHS organisations to improve digital maturity and patient care.
- Company
- HEALTHCARE COMPUTING LTD
- Location
- Platinum Jubilee Business Park, Hopclover Way, Ringwood, England
- Employment Type
- Advanced Apprenticeship
- Salary
- £12,500.00
- Posted
- Company
- HEALTHCARE COMPUTING LTD
- Location
- Platinum Jubilee Business Park, Hopclover Way, Ringwood, England
- Employment Type
- Advanced Apprenticeship
- Salary
- £12,500.00
- Posted