Apprentice IT Support Analyst
| Posting date: | 12 March 2025 |
|---|---|
| Salary: | £24,071.00 to £25,674.00 per year |
| Additional salary information: | £24071.00 - £25674.00 a year |
| Hours: | Full time |
| Closing date: | 26 March 2025 |
| Location: | Manchester, M20 4BX |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | C9413-25-0192 |
Summary
The post-holders responsibilities will be phased. Those in standard font will be undertaken from Day 1; those in italics are the responsibilities the post-holder will develop into over the duration of the apprenticeship. Responsible for recording all Tech Bar calls reported by users and answer all enquiries, detailing time and date, customer name and location and the description of the call as well as issuing a call reference number to the user, in line with our Tech Bar minimum data set requirement. Perform first level diagnostic procedures to identify and rectify issues reported, offer telephone advice, guidance and/or resolution where possible, prioritise and filter Tech Bar calls requiring further action and then forward these tickets on to appropriate Tier 2 or Tier 3 teams. Forward appropriate Tech Bar calls to third party support service providers including any national solutions including NHS Email, recording the suppliers call reference number, and giving this to the customer when required. Manage and maintain user accounts including password administration on Various IT systems such as Active Directory, National NHS Email, Managed Print service etc. Have Local Organisation Administration functionality within the National NHS Email System providing support to all Trust users. Maintain our asset configuration database of all Trust IT equipment, ensuring that data is accurate and up to date. Populate and maintain the Tech Bar call logging system. Alert the IT Service Operations Manager or the Head of Digital Operations to major incidents and when outstanding Tech Bar calls are not being progressed in a timely manner. Where necessary contribute towards to adding and updating of our Knowledge Base system. Adhere to security best practices given the confidential information that the post holder may come into contact within their role. Contribute to general IT office administration. To provide support throughout the Tech Bar hours, both over the phone and face-to-face. To participate in a staff rota covering our core business support hours which is between 8am and 6 pm Monday to Friday excluding bank holidays. Any other tasks as reasonably required and requested.