Information Communications Technician Apprentice

Job summary

**1 x Apprenticeship opportunity for 19 months**

A fantastic new opportunity has arisen for a committed, organised person to complete an IT apprenticeship working as part of the Digital Services team, providing a high-quality service, which is the first point of contact for all staff within Gloucestershire Health and Care NHS Foundation Trust.

The successful applicant will receive induction and training appropriate to the activities they will undertake and following this induction period will be enrolled to the Information Communications Technician Level 3 apprenticeship standard with our dedicated training provider. The post will see involvement in configuration and support of the Trust's network and telephony services, with experience gained in key monitoring and management toolsets.

The IT Team within the Trust leads on the IT strategy, development, co-ordination, planning, project, and programme management for all IT & supporting functions. The team also support contract management, IT estate equipment, system deployments and IT services for the Trust.

Main duties of the job

The Apprentice would be supported to carry out activities including:

Support the customer incidents and service requests

Resolve basic technical issues via remote access

Proactively communicate with users about open incidents or problems and ensuring that issues are resolved or a work around is provided within the shortest possible timeframes.

Accurately recording information from callers, end users and third-party service providers on the Service Desk System. This involves:

1. Assist in the triage and prioritisation of calls

2. support any trouble shooting and provide first time fix

3. Escalate to most appropriate team or organization if unable to provide resolution

4. Creation or administration of user accounts or passwords

5. Assist in the allocation of appropriate user training

About us

We have a skilled and dedicated workforce of over 5000 colleagues working in a diverse range of services over 55 sites and within people's homes. We strive to enable a welcoming workplace culture that builds and celebrates civility, inclusivity and diversity, while providing a sense of belonging and trust.

Annual staff surveys, regular Pulse surveys and other engagement opportunities provide our people with lots of opportunity to tell us about their experiences of working with us. In the latest staff survey, 61% of colleagues gave us their views. It was great to hear that:

• 72% of colleagues would recommend the Trust as a place to work, ranking us 1st for Provider Trusts in the South West region on this question.
• 76% would recommend the standard of care provided in our services if a friend or relative needed treatment, also ranking us 1st in the South West region.
• 81% said that care of patients and service users is the Trust's priority, compared with an average in comparable NHS Trusts in England of 64%.

This high-level overview shows we are in a healthy position, with higher scores than average for comparable organisations, alongside a great response rate, indicating good staff engagement. However, we also know we have plenty of room for improvement in many areas. To that end, we continue to prioritise and invest in our commitment to genuinely becoming a Great Place to Work with consistent top-quartile performance in the annual staff survey and Pulse surveys.