Apprenticeship vacancy

Level 3 Infrastructure Technician

Apprentice Service Desk Technician
Healthcare Computing
Unit 10 Millstream Trading Estate, Christchurch Road, BH24 3SB
37.5 hours pw
National minimum wage for an apprentice rising to National minimum wage for their age after 12 months

Please contact Darcy on Darcy.Greaves@estio.co.uk or call 01133 500 333

About the company:
Healthcare Computing® is a specialist provider of NHS IT Infrastructure and Support services, supporting NHS organisations to improve digital maturity and patient care.

Brief job description:
This is an exciting opportunity for someone with a keen interest in pursuing a career as an IT Technician working with a variety of IT equipment and applications.

Job Description:

  • Manage support telephone calls
  • Answer the phone using Common structured interrogation techniques
  • Keep the missed calls percentage as low as possible
  • Log jobs in a standard way, ensuring all detail is accurate, correct and all template areas are complete
  • Serial number recorded
  • Update job for call reference
  • Verbally give call reference and indication of next steps
  • If not first line or not able to fix then pass as open job – explain to end user
  • Deal with Clinical Supplier software issues
  • Correctly identify issues that require logging with Clinical Suppliers, and log appropriately
  • Log all Choose & Book problems, and complete the relevant MDS form and forward to the correct team
  • Chase all open clinical suppliers’ calls. Ensuring the calls remain open until the end user confirms its fixed
  • Resolve technical issues
  • Use knowledge base/technical knowledge to fix open issues
  • Use remote support to dial in and fix issues when time allows
  • Manage support jobs
  • Monitor the Support email mailbox and log jobs
  • Actively look to close open service calls
  • Maintain activities set by Service Manager
  • Monitor and chase/update/progress open support calls, regardless of who they are assigned to
  • Close support calls, ensuring agreement of resolution is confirmed with the end user
  • Fully complete the resolution field, and fix to the knowledge base if applicable
  • Follow the service desk rota and activities assigned are managed
  • Ensure all proactive monitoring alerts are dealt with promptly
  • Customer Care
  • Meet and exceed the customer’s expectations
  • Always be helpful polite. Offer to help as much as possible on all calls taken
  • Promote the use of the customer portal to each caller
  • Offer services Healthcare Computing offer where possible to the customers

Qualifications:

5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Skills Required:

  • Being customer focused
  • Passionate about problem solving
  • Skilled, driven and positive team

Personal qualities:

Caring & respect for customers & colleagues

Concise, clear & polite communication

Passionate about technology

Future prospects:
The role offers long term security and the opportunity to progress into a permanent position.

Training to be provided:

Find out more about our Level 3 Infrastructure Technician apprenticeship programme.