Norfolk and Suffolk NHS Foundation Trust provides child and adult mental health services, learning disability, wellbeing, older people's and eating disorder services across Norfolk and Suffolk.
We are committed to equality, diversity and inclusion and want to reflect the diversity of our local communities within our teams. We welcome applications from all talented individuals with the relevant qualifications, skills, knowledge and experience
The Service Desk Apprentice, first and foremost, is a development role where the individual will be training and developing towards becoming a Service Desk Analyst, who work as the first point of contact for Digital’s customers and providing remote first level Digital Support.
As a part of this role, the individual will be working towards a professional qualification, with off-the-job training provided one day a week, with the remaining four days gaining professional experience working on a Service Desk.
Please note: As this role is for an apprenticeship then it is a requirement that the successful candidate has a maximum of the equivalent of an NVQ level 2 in ICT Support. Any candidate with a higher level qualification cannot be considered for this post.
- To complete the apprenticeship program within agreed timeframe and with a passing grade, and engage with the program, ensuring all required coursework is completed on time and to a high standard.
- To handle inbound telephone calls and live chats from Digital’s customers, and to accurately log and record the information from these contacts.
- To provide first level support and resolve customer issues, utilising tools such as the IT Service Management Tool, the Knowledge Base and online resources to facilitate resolution.
- To complete customer requests for access, following agreed processes and practices to a highly accurate and precise level.
- To assist in Problem Management and Knowledge management practices to improve customer’s future Digital experience.
- To provide excellent Customer Service and ensure the customer is always at the heart of all activities.
- Engage with Digital’s Continual Improvement practise by making suggestions and providing feedback to improve the services offered by Digital.
Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.
Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established professional networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.
Why Norfolk and Suffolk? The people here are warm and welcoming, you’ll never be far from the beautiful coastline or Broads National Park. We’re an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.
Please be aware that, due to the high number of applications for certain roles, this vacancy may close earlier than the advertised closing date. We encourage you to submit your application as soon as possible.
YOUR APPLICATION
We can provide all our job application materials in alternative formats so that these are accessible to everyone. Should you require any documents within this job pack in an alternative format, please do not hesitate to contact us at recruitment@nsft.nhs.uk.
PLEASE NOTE: If you use a hotmail, msn or yahoo e-mail account, you will need to check your "junk" mail regularly as these email providers will divert any communication from this Trust/NHS JOBS straight into your " junk" inbox.
EQUAL OPPORTUNITIES Apart from its legal duties in relation to equality and diversity, the Trust recognises and actively promotes the benefits of a diverse workforce and is committed to treating all employees with dignity and respect regardless of race, gender, disability, age, sexual orientation, religion or belief.
As a part of the Disability Confident Employer Guaranteed Interview Scheme we interview all disabled applicants who meet the essential criteria for the job vacancy (outlined in the Person Specification).. We encourage you to indicate your eligibility through TRAC jobs when applying.
This post may be 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.
