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Apprentice Service Desk Analyst

NHS England Apprenticeships
Great Yarmouth
Competitive salary
Closing date
9 Apr 2023

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Job Details

Job summary

The Digital Health Department have an exciting opportunity for someone looking to move into their first IT-based role as an apprentice. Candidates must be pro-active with excellent time management skills, and be able to complete a level 3 apprenticeship within the 18 month fixed-term contract.

The role is predominately office based, and will involve communication with customers via telephone, email and face-to-face. It is possible that you may be asked to travel to the Trust's other sites for work purposes.

Previous applicants need not apply.

Main duties of the job

Reporting to the Customer Services Manager, you will provide 'first line' technical support to the Trust's IT users, located across a number of sites. Candidates will be required to log and manage incoming calls through to resolution.

Candidates must possess excellent communication skills and understand the importance of providing outstanding customer service. Candidates are required to work efficiently and professionally under pressure. The role requires strong organisational skills and the ability to make decisions while balancing the varying priorities of open calls.

Candidates are expected to have the aptitude to understand and work on computer hardware and software in varying configurations.

Through personal example, open commitment and clear action, to value and celebrate the diversity of the Trust's communities, ensuring equality of access and treatment in employment and service delivery. To demonstrate a positive can do attitude at all times and drive the 'can do' attitude across the Digital Health Department.

About us

The successful candidate will be taught how to provide an exceptional level of desk side and remote support to the James Paget Hospital's customer base, contributing to the delivery of the Digital Health strategy.

We are looking for an individual with a good level of hardware and software knowledge, particularly in relation to hardware and Microsoft operating systems and software.

The ability to learn how to troubleshoot software, hardware and network faults is required, along with strong customer service experience, the ability to prioritise workloads, and to be pro-active and flexible with managing those workloads is essential.

The James Paget delivers its services in accordance with ITIL best practice, so familiarisation of ITIL V3 or V4 is advantageous as the candidate is responsible for maintaining an accurate CMDB, and to deliver services within predefined SLA's.

Date posted

29 March 2023

Pay scheme



£9,405 a year per annum




18 months

Working pattern


Reference number


Job locations

James Paget Hospital

Lowestoft Road

Gorleston, Great Yarmouth

NR31 6LA


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