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IT Support Analyst Apprentice Oxford Health NHS Foundation Trust

Work as part of the IT Service Desk team to provide a high level of customer service, satisfaction and learn technical support for all of IT's customer base.

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Closing date: 18 Dec 2021

Apprenticeship summary

  • Annual wage


  • Working week

    Hours TBC.

    Total hours per week: 37.50

  • Expected duration

    18 months

  • Possible start date

    18 Jan 2022

  • Date posted

    18 Oct 2021

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

Oxford Health is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.

The Apprentice IT Support Analyst role will be performed in the Service Desk, Field Services and Systems Administration teams within IT Services. Full training will be provided in all areas. The apprenticeship will follow the standard IT Solutions Technician Level 3 qualification.

  • Provide expert 1st level telephone support enabling the IT Service Desk to be the primary contact point for all customers IT and telecommunication issues
  • Using remote access tools, detect, diagnose and where possible resolve a high level of 1st line customer issues and service requests remotely, therefore reducing the requirement to travel to site and subsequently increase efficiency
  • Monitor the IT Service Desk call queue, responding to queries as appropriate in a timely and efficient manner
  • Assist with various other admin duties such as the creation of new user accounts and access permissions as required
  • Ensure that all customer requests are recorded accurately and with a high level of detail using the Service Desk call logging software
  • All actions undertaken to resolve or escalate these requests will also be recorded accordingly
  • Respond to requests for assistance from customers via telephone, email or in person
  • To assist customers in making more effective use of desk-top systems, products and services
  • For all requests that cannot be resolved, provides an effective interface between customers and 2nd/3rd line resolving teams
  • As part of your education, you will also work with the 2nd/3rd line colleagues and learn aspects of these roles
  • To interpret technical manuals and documentation to assist with the resolution of issues
  • To assist with the administration of computer hardware and software in support of the delivery of the agreed IT Service
  • Installs and/or removes software, following agreed policies and procedures
  • Receives requests for assistance from customers via the service desk call management software package
  • Maintains accurate log entries of requests with fault details and contact information.
  • To interface with other 3rd party Service Desks in a professional manner in order to escalate and resolve 3rd party application/system issues including the NHS National Service Desk
  • To take part in the effective delivery of a whole system service to customer organisations by adopting a ‘can do’ attitude, which maximises use of resources through appropriate and timely allocation and is enabling and supportive to our customer base

Requirements and prospects

Desired skills

  • Knowledge of word processing, internet and email
  • Ability to communicate effectively by telephone, in writing and in person
  • Ability to learn new IT Systems
  • Ability to use public transport to travel to other Trust locations
  • Commitment to ongoing self-development and training
  • Ability to work of a confidential nature
  • Ability to remain calm when working with challenging customers
  • Ability and willingness to complete a relevant Level 3 apprenticeship qualification
  • Ability to understand the importance of being on time and the impact that sickness absence has on the effectiveness of the team
  • Commitment to, and understanding of, the principles of Equal Opportunities for all, in employment and the delivery of services.

Personal qualities

  • Keen interest in Information Technology
  • Good interpersonal and communication skills, both written and verbal
  • Flexibility 
  • Organised 

Desired qualifications

Numeracy and literacy skills at level 2 equivalent to GCSE 9 - 4 (A* - C)

Future prospects

Potential of a permanent role on completion of apprenticeship

About the employer

We provide physical, mental health and social care for people of all ages across Oxfordshire, Buckinghamshire, Swindon, Wiltshire, Bath and North East Somerset.

Our services are delivered at community bases, hospitals, clinics and in people’s homes. We focus on delivering care as close to home as possible.

In everything we do, we strive to be caring, safe and excellent. When you need us, we’re here for you.


Oxford Health NHS Foundation Trust


Unipart House



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Training provider

Basingstoke ITEC

Applications for this apprenticeship are being processed by Basingstoke Itec


Kate Staples 01256471161

  • IT Solutions Level 3 Apprenticeship Standard
  • Functional Skills in maths and English if required
  • Basingstoke ITEC will be your training provider

Apprenticeship standard

IT solutions technician

Level 3 (A level)

Before you apply

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