Job summary
Currently there is an exciting opportunity within the CommunitasClinics Team for a Junior IT Support Officer Apprentice to come on board. Theposition is located in East Croydon, South London.
On the Job training: The post holder will provide technicalsupport for all ICT incidents reported by staff to the ICTService Desk. The post holder willprimarily provide face-to-face and telephone technical support to admin staff, management,and clinicians
Apprenticeship: You will have the opportunity tobuild upon your skillset by dedicating 20% of your employed worktime totraining. In collaboration with CroydonCollege, the successful candidate will embark on an (approx.) 18 month accredited apprenticeship which willfacilitate both online and face to face learning, qualifying you to not onlyfulfil the role successfully but equip you with a broadened skillset that willallow you to take on many more challenges that IT can present.
The National minimum wage that the Government propose fromApril 2023 is going to be £5.28ph. Weare looking to offer between £9.20ph and £10.23ph which is significantly higherand this is because we believe that you should have a sufficient amount to liveon whilst you train and learn, ensuring you remain happy in your role.
For more information on the course content, please refer tothe webpage through the following link
https://www.instituteforapprenticeships.org/apprenticeship-standards/information-communications-technician-v1-0.
Main duties of the job
Provide effective end-user telephone, email, and face toface support for ICT and clinical systems, including Microsoft Windowsoperating systems, Microsoft Office Suites, off-the-shelf & bespokeapplications, remote connectivity, local/network printers.
Dedicate 20% of working week to Apprenticeship
Ensure comprehensive logging of tickets andtimely resolution of issues.
Support end-users remotely, using availableremote desktop software.
Engage proactively with all clients to preventreoccurring errors.
Take ownership of incidents and service requestswhere necessary.
Work as part of a team and actively promoteknowledge sharing amongst all levels of technical support staff.
Work alongside various teams within the ITdepartment, keeping team members up to date as and when required.
Create and update technical documentation inline with departmental guidelines.
Maintain a professional demeanour and deliver”client-focused” support in line with the company values
Occasionally you may be required to provideout-of-hours support & on-site support.
Set up and configure new equipment in line withdepartment asset management practices.
Actively take part in departmental discussions& developments.
You will be based at our Head Office which is located withinmetres of East Croydon Station in a vibrant and sociable office space with lotsof additional perks.
About us
Communitas Clinics is an award winning, highly successful,NHS Health Care Organisation that has seen year on year growth since startingout over 14 years ago. We are an ambitious, dynamic, organisation that boasts arich and ethical work culture that is committed to providing equality ofopportunity for staff.
Since starting our first clinic we have delivered almost £10million in savings to the NHS and provide an average wait time of less than 4weeks after a GP referral.
What can we offer?
A nurturing team environment that has an encouraging focuson personal and professional development.
As an independent NHS provider, we are able to offerflexible working patterns and there may be some flexibility for home working.
You will have the opportunity to join the NHS pensionscheme, one of the UKs leading pension schemes available.
You will benefit from being able to access various discountsfor high street shops and online websites.
You will be provided with Quarterly team events withinworking hours. Some past events include,The Crystal Maze, Escape Rooms and Crazy Golf all accompanied with a modernstyle meal with your team.
Casual meal takeout days such as Nandos and Dominos.
Yearly Christmas events at exciting venues.
Christmas bonuses are often awarded.
An exciting new building to work in with many perks inaddition.
Job description
Job responsibilities
Dedicate and complete 20% of training towards your college apprenticeship
Deliver 95% of all quarterly objectives
Ensure 95% of all support calls are responded to withing agreed timescales (1 hour)
Deliver 95% of personal KPIs
Deliver 95% first time resolution on support requests
Ensure all account setup requests are completed within 8 hours
Ensure all weekly/monthly reports are completed on time and all issues escalated immediately.
Maintain an accurate and up to data asset register
Update all open support tickets on a daily basis
Job Summary:
The junior IT support officer apprentice is a supporting role within the IT dept. You will contribute to a wide range of support initiatives across all areas of the business.
You will be held accountable in dedicating 20% of your work week towards your learning and apprenticeship.
You will be instrumental in assisting the IT team to deliver outstanding support to all areas of the business.
You will develop strong relationships and engage with a wide range of stakeholders across the business to ensure the levels of support are consistently high.
Clinical Application support
-
Develop a high level of understanding of the clinical applications and services used by the business.
-
Ensure the delivery of all support functions for these applications.
-
Assist the IT team to develop technical and training material for users and clinicians.
-
Provide staff feedback to the IT manager to assist in application development.
-
Remote technical support for admin staff and clinicians.
IT Support
-
Maintain high levels of support for both software and hardware.
-
Respond to all support requests within agreed timescales.
-
Document all appropriate procedures to assist in training of users and other team members.
-
Troubleshoot hardware and software issues.
-
Participate in meeting to advise on technical requirements.
Job description
Job responsibilities
Dedicate and complete 20% of training towards your college apprenticeship
Deliver 95% of all quarterly objectives
Ensure 95% of all support calls are responded to withing agreed timescales (1 hour)
Deliver 95% of personal KPIs
Deliver 95% first time resolution on support requests
Ensure all account setup requests are completed within 8 hours
Ensure all weekly/monthly reports are completed on time and all issues escalated immediately.
Maintain an accurate and up to data asset register
Update all open support tickets on a daily basis
Job Summary:
The junior IT support officer apprentice is a supporting role within the IT dept. You will contribute to a wide range of support initiatives across all areas of the business.
You will be held accountable in dedicating 20% of your work week towards your learning and apprenticeship.
You will be instrumental in assisting the IT team to deliver outstanding support to all areas of the business.
You will develop strong relationships and engage with a wide range of stakeholders across the business to ensure the levels of support are consistently high.
Clinical Application support
-
Develop a high level of understanding of the clinical applications and services used by the business.
-
Ensure the delivery of all support functions for these applications.
-
Assist the IT team to develop technical and training material for users and clinicians.
-
Provide staff feedback to the IT manager to assist in application development.
-
Remote technical support for admin staff and clinicians.
IT Support
-
Maintain high levels of support for both software and hardware.
-
Respond to all support requests within agreed timescales.
-
Document all appropriate procedures to assist in training of users and other team members.
-
Troubleshoot hardware and software issues.
-
Participate in meeting to advise on technical requirements.
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
Desirable
- Educated to degree level
- Any technical or IT qualifications
Experience
Essential
- Experience of managing IT user accounts across multiple services.
- Knowledge of MS365 and office applications.
Desirable
- Strategic understanding and experience of working in the NHS with extensive knowledge and understanding of the roles of the NHS organisation and of the primary care sector.
- Experience of supporting a wide range of hardware, including printers, scanners and varied peripherals.
- Experience of successfully developing and implementing projects including establishing working relationships with stakeholders.
- Experience of writing technical documentation.
- Experience with Asset management.
- Experience of supporting remote users.
Skills
Essential
- Ability to communicate complex and sensitive information effectively with people at all levels by telephone, email and face to face.
- Excellent interpersonal and organisation skills.
- Ability to develop working relationships with all levels of staff.
- Knowledge of IT systems, including ability to use word processing skills, emails and the internet to create simple plans and reports.
- Be flexible and able to manage sudden and unexpected demands.
- Effective time management (planning and organising).
- To be able to prioritise own work effectively and to direct activities of others.
- Demonstrate personal accountability, emotional resilience and work well under pressure.
Desirable
- To be a strategic thinker and planner with the ability to consider and act upon complex issues.
Personal Qualities
Essential
- Excellent communication skills.
- Ability to follow legal, ethical, professional and organisational policies/procedures and codes of conduct.
- Ability to use own initiative, discretion and sensitivity.
- Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity.
- Ability to use own initiative, discretion and sensitivity.
- Flexible and cooperative.
- Ability to identify risk and assess/manage risk when working with individuals.
- Sensitive and empathetic in distressing situations.
- Able to provide leadership and to finish work tasks.
- Solution focused ability.
- Create, understand and analyse data and reporting tools to provide a high level of visibility of activity within the organisation.
- Ability to maintain confidentiality.
- Professional calm and efficient manner.
- Effective organiser, influencer and networker.
- Knowledge of and ability to develop and adhere to policies and procedures, including confidentiality, safeguarding, lone working, information governance and health and safety.
Other Requirements
Essential
- Flexibility to work outside of core office hours.
- Disclosure Barring Service (DBS) check.
- Evidence of continuing professional development.
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
Desirable
- Educated to degree level
- Any technical or IT qualifications
Experience
Essential
- Experience of managing IT user accounts across multiple services.
- Knowledge of MS365 and office applications.
Desirable
- Strategic understanding and experience of working in the NHS with extensive knowledge and understanding of the roles of the NHS organisation and of the primary care sector.
- Experience of supporting a wide range of hardware, including printers, scanners and varied peripherals.
- Experience of successfully developing and implementing projects including establishing working relationships with stakeholders.
- Experience of writing technical documentation.
- Experience with Asset management.
- Experience of supporting remote users.
Skills
Essential
- Ability to communicate complex and sensitive information effectively with people at all levels by telephone, email and face to face.
- Excellent interpersonal and organisation skills.
- Ability to develop working relationships with all levels of staff.
- Knowledge of IT systems, including ability to use word processing skills, emails and the internet to create simple plans and reports.
- Be flexible and able to manage sudden and unexpected demands.
- Effective time management (planning and organising).
- To be able to prioritise own work effectively and to direct activities of others.
- Demonstrate personal accountability, emotional resilience and work well under pressure.
Desirable
- To be a strategic thinker and planner with the ability to consider and act upon complex issues.
Personal Qualities
Essential
- Excellent communication skills.
- Ability to follow legal, ethical, professional and organisational policies/procedures and codes of conduct.
- Ability to use own initiative, discretion and sensitivity.
- Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity.
- Ability to use own initiative, discretion and sensitivity.
- Flexible and cooperative.
- Ability to identify risk and assess/manage risk when working with individuals.
- Sensitive and empathetic in distressing situations.
- Able to provide leadership and to finish work tasks.
- Solution focused ability.
- Create, understand and analyse data and reporting tools to provide a high level of visibility of activity within the organisation.
- Ability to maintain confidentiality.
- Professional calm and efficient manner.
- Effective organiser, influencer and networker.
- Knowledge of and ability to develop and adhere to policies and procedures, including confidentiality, safeguarding, lone working, information governance and health and safety.
Other Requirements
Essential
- Flexibility to work outside of core office hours.
- Disclosure Barring Service (DBS) check.
- Evidence of continuing professional development.
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.
