IT Support Apprentice - 12203 Inhealth (London) Limited

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Closing date: 21 Oct 2017

Apprenticeship summary

  • Weekly wage

    £10,582.00

  • Working week

    Monday - Friday, 9:00 - 17:30

    Total hours per week: 37.50

  • Apprenticeship duration

    14 months

  • Possible start date

    28 Oct 2017

  • Date posted

    24 Jul 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number

    VAC001283724

  • Positions

    2 available

To work as part of a driven team providing an incident management service across a 12/5 model for IT related issues with products and services defined within the IT Service Catalogue.

Key Responsibilities:

Act as the front-line face and voice of InHealth’s IT function to the internal customer community, representing IT in a positive manner at all times.

To provide IT support to end users as part of a pre-planned rota; answering support queries via phone or email with a high first fix ratio.

Use enhanced customer service skills to maintain a high level of customer service at all times for all support queries.

Use effective questioning techniques with end users to triage issues and ascertain the likely root cause of issues to aid successful resolution or correct escalation point.

Ensure allocation of support tickets to most relevant Support Engineer or Third Party supplier for fastest resolution.

Maintain communication with the end user during the lifecycle of the service support ticket.

Review the support ticket with the customer, post-resolution to ensure all problems have been resolved to the satisfaction of the user.

Maintain a log of consistent issues on behalf of customers and represent these in regular continuous improvement meetings to aid long-term resolution

Resolve non-technical support queries such as system password resets where agreed


Requirements and prospects

Desired skills

Requirements:

Basic understanding of IT foundations, including PC and software.

Customer Service and Relationship Building techniques.

Excellent telephone manner and face-to-face communication skills.

Relationship building skills.

Strong customer awareness & empathy.

Questioning techniques.

Team working skills.

Problem solving skills.

Prioritisation skills.

Organisation skills.

Personal qualities

An enthusiastic and professional attitude and commitment to learning new skills.

Qualifications required

Someone with ideally 5 GCSE grades (C and above) or equivalent, including Maths and English.

Future prospects

92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally there may be opportunities to undertake further apprenticeship training as many of our programmes offer on-going development tracks.

Things to consider

Additional Information: To provide quality telephone-based, face to face and email customer service to an internal customer end-user base of around 2000+ staff, with varying levels of IT literacy. Undertake thorough triage activities utilizing enhanced questioning and communication skills to ascertain the best and most suitable allocation pathway to ensure high first time resolution of service calls. Maintain ownership of incidents, offering a single point of contact for customers’ incident enquiry through to resolution, using and maintaining an ITSM software package. Provide support to all InHealth computer users including Non InHealth staff based in NHS trusts who use InHealth Systems.

About the employer

InHealth provides expert diagnostics and healthcare solutions for NHS patients throughout the UK and Ireland. We also work with leading independent sector healthcare providers.

Employer

Inhealth (London) Limited

Address

Beechwood Hall

Kingsmead Road

High Wycombe

HP11 1JL

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Training provider

IT Systems and Networking

Programme duration

  • L3 & L4 total: 31-39 months
  • Part 1 – Level 3 apprenticeship: 13-15 months
  • Part 2 – Level 4 apprenticeship: 18-24 months

Approximately 11% of training takes place in the QA learning centre classroom. 9% is done in the workplace, through online training, face-to-face meetings with your QA Technical Skills Coach, or developing your portfolio. The remaining time will be spent on your workplace activity.

Apprenticeship standard

Digital Industries > Infrastructure Technician

Training provider

QA LIMITED

Applications for this apprenticeship are being processed by QA Limited

Contact

03450747825 apprenticeships@qa.com


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Closing date: 21 Oct 2017