Service Desk Analyst Apprentice - 12409 NHS South Central and West Commissioning Support Unit

Job Description Contribute to the effective and consistent provision of our IT Services, by ensuring we deliver customer facing technical support across all IT Operational Services, to agreed standards and service.

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Closing date: 31 Oct 2017

Apprenticeship summary

  • Annual wage


  • Working week

    Monday-Friday, 9am-5:30pm

    Total hours per week: 37.50

  • Apprenticeship duration

    15 months

  • Possible start date

    06 Nov 2017

  • Date posted

    09 Aug 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number


  • Positions

    1 available

Ensure relationships between customers, services functions and Business change functions including 3rd parties are established, maintained and operated to effectively deliver desired voice and data network performance targets.

Main role/ responsibilities:

  • Provide 1st Line Service Desk activities as directed to ensure achievement of team and personal objects and service level agreements
  • Logging of incidents, service requests, changes and problem tickets in the Service Desk application (landesk via phone and email)
  • Working with 2nd and 3rd line team to ensure timely resolution in line with Service Level Agreements (SLA)
  • Escalation of issues when required
  • New user and leaver requests
  • Working with the customer and the team to try to resolve the issue on first point of contact
  • Working towards Microsoft Certified Professional status
  • Adhere to SCW employee processes and procedures, including Health & Safety Guidelines

Requirements and prospects

Desired skills

Qualities / essential requirements:

  • Ability to provide clear and concise verbal communication, along with the ability to communicate clearly in writing and over the telephone
  • Understanding of and commitment to equality of opportunity and good working relationships
  • An ability to maintain confidentiality and trust
  • Good time keeping
  • Flexible approach to work
  • Able to thrive in a pressured environment as part of a team 
  • Ability to priorities simple tasks
  • Organised and able to follow instructions carefully
  • Any relevant experience of working as part of a customer services team would be beneficial

Personal qualities

Someone with an enthusiastic and professional attitude and a commitment to learning new skills.

Qualifications required

3 x GCSE (or equivalent) at grades A-C in any subject plus GCSE English and Maths (or equivalents) at grade D or above

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 programs offer on-going development tracks.

About the employer

Employer Description This is a leading provider of commissioning support services. We collaborate with customers and partners across the health and social care system to manage, analyse and improve performance that enable our customers to achieve the best possible outcomes for their service users and populations.


NHS South Central and West Commissioning Support Unit


Unit B

The Orchard



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Training provider

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


Applications for this apprenticeship are being processed by QA Limited


0345 074 7825

Before you apply

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Closing date: 31 Oct 2017