First Line Support Technical Apprenticeship (IT Support)

The purpose of this role is to provide a confident, friendly and efficient 1st Line support service to our NHS customers and partners within Nottinghamshire. Working within the 1st Line support technical team you will support the team in answering any calls and ensuring that they are logged and escalated on the service desk database. You will be required to inform customers of NHIS of the status and progress of their call and monitor calls and escalate where required.

You will need to ensure that telephones are answered promptly and professionally. You will assist with the processing and access controls of the systems and ensuring that only appropriate staff are given access to the systems as per their managers request.
You will be expected to support the administration and issuing of smart cards which allow staff access to ESR and clinical systems.
You will be dealing with a high volume of calls which will require you to be polite and helpful at all times. The environment is busy and noisy and you will need to be happy to sit for long periods of time, wearing a headset to take calls.

Your main duties will be

To ensure telephones are answered promptly and professionally.
To accurately log all calls on the Service desk database.
To ensure all incidents received are logged and escalated appropriately.
To issue call reference numbers to customers of the NHIS.
To ensure customers of the NHIS are suitably informed of the status and progress of their call.
To log calls to NASP, LSP and third-party suppliers on behalf of NHIS customers.
To monitor calls logged on the service desk and inform the First Line Support Team Leader.
To ensure customer complaints are escalated to the First Line Support Team Leader.
To be responsible for processing and ensuring only appropriate personnel have been assigned relevant access to all systems.

• Communication skills
• IT skills
• Attention to detail
• Problem solving skills
• Analytical skills
• Logical
• Team working
• Initiative

• English GCSE, grade 4 (Essential)
• Maths GCSE, grade 4 (Essential)