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Job Summary
The D&I Department provides IT support to Plymouth Hospitals NHS Trust and supported organisations within the Plymouth Health Community and surrounding area. Within this department, the D&I Service Desk provides the first point of contact for its users to request an IT service or report an IT related fault. The qualification received for this apprenticeship is the Level 2 Customer Service Qualification.
***Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
Main Duties of the Job
The role of the Service Desk Apprentice is to log and/or resolve incidents received via telephone, self-service, or email in a fast, friendly, and efficient manner, recording the information accurately on our call management system, ServiceNow, and forwarding on to the relevant technical team for resolution if required. Apprentices will work under supervision and will be expected to develop their technical, administration, and customer service skills over time. This post is further enhanced with support and training to enable the post holder to resolve more complex IT issues either immediately over the phone or within a specified time period.
Job Responsibilities
1. To record IT related requests and reports of faults from telephone calls, voicemails, emails, and from other sources to the D&I Service Desk into our call management system, ensuring the essential information regarding the fault is obtained and recorded.
2. To actively monitor telephony, e-mail, and voicemail support queues to the Service Desk.
3. To be courteous, helpful, flexible, and responsive to users at all times.
4. Ensure customer response times are maintained as far as is practicable.
5. D&I Service Desk Apprentice must have the ability to resolve technical problems of varying complexity within appropriate guidelines and support.
6. To accurately record information given by the end user to enable the relevant technical staff to respond to the problem.
7. To correctly forward logged calls to the appropriate team.
8. To follow defined procedures to ensure that a standard approach is maintained.
9. To direct customers to appropriate sources of self-help information (i.e. User Guidance on ServiceNow's knowledge base).
10. To undertake a variety of First Point of Contact fixes (whilst the user is on the phone), such as password resets, setting up a VPN profile, enabling accounts, and more.
Person Specification
Qualifications (Essential)
* Five GCSEs of 4-9 (A*-C) or other relevant qualifications or equivalent demonstrable experience.
Aptitude & Abilities (Essential)
* Good communication skills, written or verbal.
* Attention to detail.
Disposition, Attitude and Motivation (Essential)
* Willingness to undertake further training and development.
* Positive attitude.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer Details
Employer Name: University Hospitals Plymouth NHS Trust
Address: 11 Research Way, Plymouth, PL6 8BT
Employer's Website: University Hospitals Plymouth NHS Trust
Salary: £12,514 a year Per Annum
Contract: Fixed term, Duration: 15 months
Working Pattern: Full-time
Reference Number: 216-SF-A6991453 #J-18808-Ljbffr