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Service Desk Analyst Apprentice- Fife (KY12) - 3627

Employer Description:
 

The NHS in Fife is working to improve services with the involvement and support of the public, our partners in other NHS Boards, Fife Council and voluntary agencies. The IT Department is part of eHealth along with Information Services and the eHealth Programme. The main purpose of eHealth within NHS Fife is to integrate planning and delivery of all "eHealth" related activities across NHS Fife and to ensure optimum utilisation and deployment of resources with a view to support improved clinical outcomes and patient care.

The work of eHealth is governed by national direction e.g. "Partnership for Care" and the NHS Scotland "Strategy for Information". Locally, eHealth is both facilitator and custodian of the NHS Fife eHealth Strategy which is developed in line with local priorities as detailed in the NHS Fife Health plan.

The local eHealth Strategy must be delivered in a balanced, equitable and affordable way, recognising the major focus now placed both locally and nationally on clinical information.

The IT department is there to provide a support and development service for all of the systems across NHS Fife, including common IT infrastructure like networks and telecommunications but also all clinical and non clinical systems (e.g. laboratories system, patient administration system, email, payroll, etc.).

Job specification:
 

The Apprentice Service Desk Analyst receives and handles requests for eHealth services following agreed procedures. Responds to requests of service by providing information to enable incidents, changes or problems resolution and promptly allocates unresolved calls as appropriate according to the policy and procedures in place. Maintains records and advises relevant persons of actions taken, including the user affected.

The apprenticeships role will include:

NHS Fife eHealth Service Desk is a single point of contact for all IT users across NHS Fife (±5,000)

The Service Desk handles incidents, general enquiries and service requests but acts like a communication hub between customers and eHealth services providers, internal or external, for all the application and network services provided within eHealth at NHS Fife

First line user/customer liaison receiving and recording users calls (incidents, general enquiries and some eHealth service requests/RFC) and automated critical systems/network alerts (i.e SNMPC) following agreed procedures

This area includes:

    • Initial assessment of requests, which involve determining the seriousness/impact the situation has on the organisation, assigning an initial priority to the call and escalating accordingly
    • Attempting to resolve incidents and other service requests at first line support through the phone using a variety of Knowledge resources available in the department and their own IT skills, making use of remote management tools when appropriate with the aim to achieve a first time fix
    • Identifying the appropriate SLA for the call
    • Passing calls to the relevant teams for resolution or further diagnosis when required
    • Keeping customers informed on request status and progress
    • Monitoring the request lifecycle, including closure and verification
    • Communicating planned and short term changes of service levels to Customers
    • Co-ordinating second-line and third party support groups
    • Closing incidents and confirmation with the Customer
    • System administration functions including
    • User account management including creation, modification and deletion for all systems managed by the department (some systems are outsourced or this function relies on other departments)
    • Resetting printers Reset user sessions within a number of environments including Citrix

Skills required for this apprenticeship:

  • Knowledge of Windows based software
  • Good trouble-shooting skills
  • Ability to work effectively as part of a team
  • Excellent communication skills
  • Ability to be flexible
  • Strong attention to detail

Key Competencies:

  • Communication
  • Building and maintaining relationships
  • Issue identification, problem solving and analysis
  • Client focused (internal customers)
  • Determined and resilient
  • Continuous improvement
  • Lifelong learning
  • Collaboration

Qualifications required:

Scotland - You must have at least 5 standard grades at level 1-3, or equivalent, including Maths and English

Training to be provided:

Scotland - Systems &Networking Apprenticeship Level 3 - | ( MCSA)in Windows 7 Configuration | Interconnecting Cisco Networking Devices Part 1 | Diploma for Information Technology &Telecommunications Professionals SCQF Level 6

Apprenticeship duration:

12 months

Working week:

37.5 hours ( Monday - Friday, 9 - 5: 30)

About QA apprenticeships:

QA Apprenticeships is an Ofsted Outstanding provider of IT apprenticeships. 94% of QA Apprentices secure permanent employment after finishing their IT apprenticeship. Multi-award winning - Apprenticeship Programme of the Year 2012, 2013 &2014, Microsoft UK Partner of the Year 2013 Special Commendation - and the first IT apprenticeships business rated Ofsted Outstanding in all areas.

Future prospects:

94% of QA Apprentices secure permanent employment after finishing their IT apprenticeship.Additionally may be opportunities to undertake further learning such as Higher apprenticeships.It only takes a minute to apply for an IT apprenticeship with QA and begin your IT career with great prospects today.

For more information about QA Apprenticeships, please visit our website. Note:This advert may close early if a suitable candidate is found before the advertised close date is reached.

Service Desk Analyst Apprentice- Fife (KY12) - 3627

Dunfermline, UK
Apprenticeships, Advanced Apprenticeship

Published on 23 Jul 2019