D&I Customer Service Apprentice

Job overview

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 issue either immediately over the phone or within a specified time period.

Working for our organisation

It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.

1. . To record IT related requests and reports of faults from telephone calls, voicemails, emails and from

1. To actively monitor telephony, e-mail and voicemail support queues to the Service Desk
2. To be courteous, helpful, flexible and responsive to users at all times.
3. Ensure customer response times are maintained as far as is practicable.
4. D&I Service Desk Apprentice must have the ability to resolve technical problems of varying

1. To accurately record information given by the end user to enable the relevant technical staff to respond

1. To correctly forward logged calls to the appropriate team.
2. To follow defined procedures to ensure that a standard approach is maintained
3. To direct customers to appropriate sources of self-help information (i.e. User Guidance on ServiceNow’s

1. 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

For further details please see attached JD&PS.

Person specification

Qualifications

• Five GCSEs of 4-9 (A*-C) or other relevant qualifications or equivalent demonstrable experience

Aptitude & Abilities

• Good communication skills, written or verbal
• Attention to detail

Disposition, attitude and motivation

• Willingness to undertake further training and development
• Positive attitude

PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY INCLUDING YOUR JUNK FOLDER.

If you need support with the online application process or require reasonable adjustments with the application and/or interview process please contact the Recruiting Manager for this post.

We recognise that work life balance is important for our colleagues and so we invite requests from applicants about less than full time/flexible working for our advertised roles. We recommend contacting the manager of the role prior to applying and we commit to giving requests full consideration.

We welcome and encourage applicants who identify with all protected characteristics to apply for our roles. We believe that diversity strengthens our teams and improves our patients' experience. At UHP we aim to create an inclusive workplace and hospital where everyone feels they belong and included.

It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.

Providing false information is an offence & could result in the application being rejected or summary dismissal/police action if an applicant is successful.

This is an automated process & the information will only be used for these purposes prior to your taking up the position with us.

For Doctors Roles:

Unsolicited CVs and Candidate Profiles/Details

University Hospitals Plymouth has a commitment to sourcing candidates directly and as such we do not accept speculative CVs from agencies.

We do, however, work with a defined list of preferred HTE Framework suppliers who may be invited to support us in sourcing candidates for particular roles.

In line with our preferred supplier list, we only pay agency fees where we have a signed agreement in place and an agency has been instructed by a member of the Trust’s Medical Workforce team.

We do not pay agency fees where speculative and unsolicited CVs are submitted to the Trust or Trust employees by any other means than the official route above. Where this is not observed the Trust reserves the right to contact these candidates directly and initiate discussions without payment of any agency fee.

Any candidate details (whether written or spoken) or CVs that are referred directly will not constitute an introduction. The Trust will under no circumstances be responsible for any recruitment fees in relation to these contacts.

Submission of any unsolicited CVs, candidate’s details and/or proposals to the Trust will not be considered further and will be deemed evidence of full and unlimited acceptance of this Agency Protocol.

In order to establish and maintain good working relationships with the Trust’s agency suppliers, we ask that this Protocol is adhered to and thank you for your co-operation.