IM&T - Apprentice Service Desk Analyst Vocare house, Balliol Business Park, Newcastle upon Tyne NE12 8EW, UK 16 January 2025 About the Role Our Group IM&T Service Desk plays a crucial role in supporting our teams to deliver exceptional care. As an Apprentice Service Desk Support Analyst, you'll provide first-line support, handling incidents and requests while working towards a Level 3 Cloud Support Specialist qualification. This role offers hands-on experience, a supportive environment, and the chance to build a career in IT. Totally PLC works in partnership with the NHS, delivering high-quality healthcare services across the UK. We provide a full range of urgent care services, including NHS111, GP Out-of-Hours (GPOOHs), Clinical Assessment Services (CAS), and Urgent Treatment Centres (UTCs). Your Day to Day Logging, resolving, and escalating service desk tickets using a professional ticketing system. Delivering first-line support via telephone, email, and face-to-face interactions. Configuring, maintaining, and installing hardware and software (Windows 10/11 and Microsoft Office). Managing user accounts and permissions in Active Directory. Providing support for mobile devices (Android/iOS), VOIP systems, and printers. Handling stock management and equipment ordering. Assisting with projects and change initiatives alongside the management team. Troubleshooting basic networking issues, including Wi-Fi and DHCP. Creating and updating support documentation and user guides. Qualifications, Experience & Training 3 GCSEs (or equivalent) at grades 4 (A-C) in any subject GCSE Maths and English (or equivalents) at grades 3 (D or above) Passion for working in IT and with technical systems Customer service environment Excellent communication skills Working as part of a team Ability to communicate effectively with Stakeholders at all levels Ability to effectively explain technical concepts to non-technical people Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject Reward & Benefits 25 days annual leave (plus 3 buy back days) My Totally Rewards (online discount portal), 6% Employer Pension contribution, Share save scheme, Opportunities for career development, Employee assistance program, Virtual GP Services - 24/7 GP Appointments, WeCare Wellbeing Other details Pay Type Salary Apply Now Vocare house, Balliol Business Park, Newcastle upon Tyne NE12 8EW, UK