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ICT Service Delivery Apprentice

Employer
NHS England Apprenticeships
Location
Durham
Salary
Competitive salary
Closing date
7 Dec 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 Services Support Assistant. The ICT Services team primary responsibility is to support customers with their IT queries and issues and ensure they are resolved as quickly as possible. In addition, the team ensure hardware and software are up to date to ensure colleagues in NECS and customer organisations can work effectively.

This role is based at the Appleton House, on the Lanchester Hospital site in Durham.

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


We are looking for candidates from a diverse range of backgrounds that can evidence how their qualifications, skills and experience will contribute to NECS values and objectives.

Candidates are advised to use the supporting statement section of the application form to clearly outline how they meet the role requirements set out in the attached person specification.

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 an Apprenticeship in the relevant field during their employment


About us

At NECS we are very proud to be part of the NHS England family. We are one of the very few truly customer-owned entities within the NHS. We have grown from our roots in the North East to be an NHS business with customers the length and breadth of the UK and further abroad. Our customer base has diversified significantly over this period, and we are now very pleased to be serving NHS providers as well as commissioners, NHSE regions, Local Authorities, General Practices and national NHSE Directorates.

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.

Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. Were passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that as well as an excellent benefits package including generous holidays and pension plus free car parking and access to NHS discounts.

Date posted

05 December 2022

Pay scheme

Agenda for change

Band

Band 3

Salary

£16,223.90 to £23,177 a year

Contract

Apprenticeship

Duration

2 years

Working pattern

Full-time, Part-time, Job share

Reference number

I9869-PR7-7433-1

Job locations

Appleton House

Lanchester Road

Durham

DH1 5XZ

Job description

Job responsibilities

  • Develop and maintain excellent relationships with a range of colleagues and clients as an integral part of the role
  • Observe personal duty of care in relation to equipment and resources used in the course of the work
  • Be commercially aware in respect of time consumed and cost effectiveness
  • Demonstrate NHS and NECS values in day-to-day behaviours and communications with clients and colleagues
  • Lead by action and inspire others acting as role model, demonstrating the leadership behaviours identified by NECS
  • Engage with a variety of clinical and managerial experts within the NHS, displaying skills in effective listening, understanding and interpreting highly complex issues, good business language, facilitation, effective questioning, critical thinking and reasoning
  • Have a flexible approach when dealing with multidisciplinary teams; able to identify a range of solutions and commercial options, subject to client needs
  • Support change management process and procedures as required
  • Support the development and use of standard ways of working
  • Support the creation, maintenance and update of user guides
  • Support the achievement of KPIs as defined in service level agreements
  • Adhere to all relevant internal service management processes and procedures
  • Take ownership of user service requirements and be pro-active in providing an informative and knowledgeable response


  • Ensure friendly, courteous, and effective communication with customers to ensure their needs are addressed in a professional manner
  • Maintain and support improvement of overall customer satisfaction
  • Capacity to understand complex facts or situations requiring analysis and interpretation
  • Ability to investigate and resolve complex issues, where there are a number of options available, using established processes and available resources
  • Propose policy or service changes which impact beyond own area drawing on current or previous experience
  • Be pro-active in forging links with key stakeholders and customers
  • Demonstrate a commitment to lifelong learning, self-awareness and personal development


  • Lead or contribute to creating improvement, transformation and innovation of services

Please see job description attached, detailing full remit of roles and responsibilities.

Job description

Job responsibilities

  • Develop and maintain excellent relationships with a range of colleagues and clients as an integral part of the role
  • Observe personal duty of care in relation to equipment and resources used in the course of the work
  • Be commercially aware in respect of time consumed and cost effectiveness
  • Demonstrate NHS and NECS values in day-to-day behaviours and communications with clients and colleagues
  • Lead by action and inspire others acting as role model, demonstrating the leadership behaviours identified by NECS
  • Engage with a variety of clinical and managerial experts within the NHS, displaying skills in effective listening, understanding and interpreting highly complex issues, good business language, facilitation, effective questioning, critical thinking and reasoning
  • Have a flexible approach when dealing with multidisciplinary teams; able to identify a range of solutions and commercial options, subject to client needs
  • Support change management process and procedures as required
  • Support the development and use of standard ways of working
  • Support the creation, maintenance and update of user guides
  • Support the achievement of KPIs as defined in service level agreements
  • Adhere to all relevant internal service management processes and procedures
  • Take ownership of user service requirements and be pro-active in providing an informative and knowledgeable response


  • Ensure friendly, courteous, and effective communication with customers to ensure their needs are addressed in a professional manner
  • Maintain and support improvement of overall customer satisfaction
  • Capacity to understand complex facts or situations requiring analysis and interpretation
  • Ability to investigate and resolve complex issues, where there are a number of options available, using established processes and available resources
  • Propose policy or service changes which impact beyond own area drawing on current or previous experience
  • Be pro-active in forging links with key stakeholders and customers
  • Demonstrate a commitment to lifelong learning, self-awareness and personal development


  • Lead or contribute to creating improvement, transformation and innovation of services

Please see job description attached, detailing full remit of roles and responsibilities.

Person Specification

Qualifications

Essential

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


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

Person Specification

Qualifications

Essential

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


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


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.

Additional information

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.

Employer details

Employer name

NHS North Of England Commissioning Support Unit

Address

Appleton House

Lanchester Road

Durham

DH1 5XZ

Employer's website

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

Employer details

Employer name

NHS North Of England Commissioning Support Unit

Address

Appleton House

Lanchester Road

Durham

DH1 5XZ

Employer's website

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

Company

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