Digital Service Desk Apprentice

Job summary

The Service Desk Apprentice, first and foremost, is a development role where the individual will be training and developing towards becoming a Service Desk Analyst, who work as the first point of contact for Digital's customers and providing remote first level Digital Support.

As a part of this role, the individual will be working towards a professional qualification, with off-the-job training provided one day a week, with the remaining four days gaining professional experience working on a Service Desk.

Please note: As this role is for an apprenticeship then it is a requirement that the successful candidate has a maximum of the equivalent of an NVQ level 2 in ICT Support. Any candidate with a higher level qualification cannot be considered for this post.

Main duties of the job

• To complete the apprenticeship program within agreed timeframe and with a passing grade, and engage with the program, ensuring all required coursework is completed on time and to a high standard.
• To handle inbound telephone calls and live chats from Digital's customers, and to accurately log and record the information from these contacts.
• To provide first level support and resolve customer issues, utilising tools such as the IT Service Management Tool, the Knowledge Base and online resources to facilitate resolution.
• To complete customer requests for access, following agreed processes and practices to a highly accurate and precise level.
• To assist in Problem Management and Knowledge management practices to improve customer's future Digital experience.
• To provide excellent Customer Service and ensure the customer is always at the heart of all activities.
• Engage with Digital's Continual Improvement practise by making suggestions and providing feedback to improve the services offered by Digital.

About us

Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.

Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established professional networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.

Why Norfolk and Suffolk? The people here are warm and welcoming, you'll never be far from the beautiful coastline or Broads National Park. We're an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.