Operational Support Engineer - Apprenticeship Coleg Gwent

About the apprenticeship

Duties

• Reporting to the Service Desk Team Leader, the post holder will be part of a team that supports the ICT infrastructure of Aneurin Bevan Health Board, which comprises over 100 sites, including hospitals, clinics and associated support and administration services. • The post holder will be a junior position required to function effectively in a busy, customer focussed and technically challenging environment within ICT Services.
• The post holder will work as part of the ICT Operational Support Team within ICT Services and will undertake 'first-line' technical ICT support to all client computer users and users of ICT systems and to undertake the technical tasks required in providing a comprehensive PC, peripheral and telephone handset installation service, including hardware and software installation, for the Health Board.
• Respond to and wherever possible resolve at the first point of contact, incidents involving information systems and related equipment used at the workplace.
• Provide assistance to users to enable them to make the most effective use of ICT systems and equipment, and to minimise the impact of ICT problems on the business of the Health Board, on patient care and on those working to deliver healthcare services.

Additional information

As an apprentice, the post holder will follow a formal course of study (Level 3 Digital Apprenticeship) over an agreed period with a local education provider and time off to attend relevant classes etc will be granted as part of the standard working week. The post holder will also gain exposure to all other areas within ICT and Clinical Applications Support.
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• Ensure that all requests to the Technical Service Support Team, however received, are logged in a detailed and accurate manner on the ICT Services call-logging system, and a reference supplied to the requester wherever possible.
• Ensure that service levels are maintained by managing and contributing to the speedy resolution or progression of calls assigned to the Team.
• Ensure the prompt allocation of unresolved calls to other ICT Services teams or to third parties as appropriate, ensuring that users are advised of the action taken.
• Core work is provided via a call logging system and the post holder will be expected to take jobs from the queue, complete required tasks and report on progress and/or completion in a timely and accurate manner.
• The post holder will need to develop and maintain working relationships with: ICT Services staff at all levels

Requirements

Skills

 Like to study for a Level 3 ICT Qualification
 Work within an experienced and supportive team environment
 Get real world experience whilst studying
 Get exposure to all areas within ICT
 Like to build a career within the Digital field Do you have?......
 An aptitude towards learning and gaining new skills
 The ability to be a real team player

Qualifications

Basic knowledge of Desktop environments and software will be required. However, additional expertise will be gained through on the job and formal training in order to acquire knowledge and experience in enterprise desktop software and technical understanding of Microsoft Operating systems, supporting infrastructure and telephony based software.

Language

Welsh Spoken Skills: No Welsh Written Skills: No

Course details

Training provider:
Pembrokeshire College

Training provider course:
ICT Apprenticeship

About the employer

Aneurin Bevan University Health Board
Headquaters, St Cadocs Hosptial
Caerleon
Newport
Newport
NP18 3XQ

Disability confident

Yes, we are part of the Disability Confident Scheme from the UK Department for Work and Pensions.

Please note that all apprenticeships are open to everyone. However, some organisations have worked to achieve Disability Confident accreditation. You should always apply for the apprenticeship you feel best suited to.

Interview arrangements

To be interviewed by NHS