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ICT Customer Liaison Apprentice

Employer
NHS England Apprenticeships
Location
Newcastle
Salary
Competitive salary
Closing date
5 Jul 2022

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Job Details

Job summary

An exciting opportunity is now available to join the ICT Services team in the role of Apprentice ICT Customer Services Support Assistant on a two-year fixed term contract. The ICT Services team provides a cost effective, sustainable, continually improving service that allows customers to centrally report ICT requests and issues and have these resolved as quickly and efficiently as possible. As well as this the team ensure the estate has up to date IT hardware and software to ensure smooth operations. Our aim is to proactively support NECS and its customers to enable life changing improvements to the health and wellbeing of our communities by delivering a first-class customer service, providing high quality bespoke technical support, empowering our customers by providing self-help tools, maintaining our status as a recognised market leader in ICT service delivery and striving to continually improve our service.

Main duties of the job

This role will be responsible for:

· Communicating with internal and external customers in relation to IT Service Support

· Using multiple services (telephone, email or self-service) to resolve customer issues

· Escalating diagnostic information to second line support if required

· Providing a comprehensive, efficient service to NECS as part of the team

· Contributing regularly to ensuring the service is delivered within the service level agreement adhering to the standard operating procedures (SOPs) to deliver in line with customer expectations

· Undertaking a Level 3 Customer Services Specialist Apprenticeship during their employment

To be successful in this role you will need:

· Good standard of general education - Higher National Certificate or equivalent level of knowledge

· An interest in the IT field

· To demonstrate NHS and NECS values in day-to-day behaviours and communications with customers, stakeholders and colleagues.

About us

NHS North of England Care Systems Support (NECS) works across the UK to support health and social care customers in meeting their strategic and operational challenges, to improve outcomes and increase efficiency.

Current customers include local authorities, a range of healthcare providers in the NHS that make up STPs including emerging Integrated Care Systems (ICS), third and private sector organisations.

NECS combines specialist skills and expertise with scale and resilience to achieve required results. We combine core NHS values with a sharp focus on customer care and a relentless pursuit of continuous improvement. We very much see ourselves as a key partner in the future success of the healthcare system and we take our share of the responsibility for shaping effective delivery.

Job description

Job responsibilities

To provide a high quality, professional and responsive service to senior team members from across NECS, as an integral part of their team.

To be aware of work priorities and needs of self and senior managers to ensure all required deadlines are met.

To ensure continued professional development through accessing relevant training as agreed with line manager and the service requirements of NECS.

Person Specification

Experience

Essential

  • Good working knowledge of Microsoft Office i.e. Word, Excel, PowerPoint, Outlook.
  • Experience of working in an administrative role.
  • Experience in planning and organising meetings
  • Experience in attending and recording minutes of internal and external meetings accurately.
  • Familiar with working in an office environment.
  • Experience in working with office system.
  • Experience of working within an environment delivering excellent customer service.
  • Experience working as part of a team.


Desirable

  • Experience in working in a busy environment


Qualifications

Essential

  • Good standard of general education - Higher National Certificate or equivalent level of knowledge.
  • Willingness to maintain continuing professional development.


Employer details

Employer name

NHS North Of England Commissioning Support Unit

Address

Riverside House

Newburn

Newcastle upon Tyne

NE15 8NY

Employer's website

https://www.necsu.nhs.uk (Opens in a new tab)

Company

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