IT Service Centre Analyst Apprentice
Job summary
The IT Service Centre provides single point of contact and liaison for all internal and external IM&T Incidents, Requests, and enquiries.
As junior member of the team IT Service Centre team, reporting to the IT Service Desk Team Leader, the post holder will assist in the provision of responsive, customer focussed service, providing "routine" 1st Level IT Support to Trust users and stakeholders as directed.
With the direction of the IT Service Desk Team Leader and /or Senior Service Centre Analysts assist in maintaining customer satisfaction and experience via affective "routine" first line Incident management and Request Fulfillment, within agreed service level agreements and targets. The post holder will assist with second line support to all users of NCRS systems and all other nominated core patient or other non-clinical applications.
Main duties of the job
Communication and Relationship Skills
*Provide a professional customer service by being empathetic and a great listener to customers who contact the IT Service Desk.
*Ability to communicate effectively to both technical and non-technical audiences.
*Attention to detail, with ability to absorb and translate complex technical and non-technical information.
*Has sufficient oral and written communication skills for effective engagement with immediate colleagues.
*Provide a reliable customer service to staff who use the service in the trust and provide a positive customer experience.
*First point of contact via the IT Service Desk or through IT Service Portal, provide assistance with a view to supporting an efficient and reliable IT Customer centric service to the Trust
*Under supervision and for development purposes provide routine first line and second line incident management and request fulfilment, via both the Service Desk telephone service and the online Self Service Portal
Analytical and Judgemental Skills
*Accurately Logging customer IT enquiries and keeping them informed on Ticket status and progress throughout lifecycle, including chase updates, reassignments, Resolution & Closure verification.
Logging and classifying accurately all relevant information concerning incidents
oAnalysing information obtained from users on all IT problems and issues
oEscalating unresolved incidents to second- or third-line support with full information
About us
University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.
Job description
Job responsibilities
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
Person Specification
Qualifications
- *3 GCSE's (or equivalent) at grades 4+ (A-C) in any subject
- *A Level / IT related NVQ Level 2 or similar accredited vocational work-related IT qualification
- *ITIL Foundation Certificate
- *Technical IT Qualification
Experience
- *Basic IT knowledge and awareness, with an enthusiasm to develop technical skills through structured training and practical experience.
- *An understanding of basic ICT issues and its application within the NHS and / or similar user base environment
- *Experience gained working within an IT Service Desk /Centre Team or equivalent First Level / Application/ Customer support function
- *Experience of working within defined Service Level Agreements & Service Level Targets
- *Understanding of ITIL processes and Service Management best practice framework
Additional Criteria
- *Flexibility to work Shifts as per Support Cover Rota
- *Due to UK apprenticeship funding regulations applicants must have a right to work in the UK, or for EU citizens hold pre-settled or settled status and have been a UK or EU resident for the last three years or have indefinite leave to remain with documents that are not due to expire during the duration of the apprenticeship contract. Applicants must also not already have a qualification at a higher level within the same subject matter.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
University Hospitals Birmingham NHS Foundation Trust
Address
Yardley Court
11-13 Frederick Road, Edgbaston
Birmingham
West Midlands
B15 1JD
United Kingdom
Employer's website
https://www.uhb.nhs.uk/jobs.htm