Service Desk Apprentice

Weekly Hours Worked: Monday to Friday 08:30 to 17:00About CompanyPutting the patient at the heart of everything, we build software that solves your everyday problems, integrates into your workflows, and empowers your business.Rather than individual products, we have designed an entire healthcare technology ecosystem. This comprehensive suite of interoperable applications covers every aspect of your operation. As a modular system, you get to build it to suit you, and as you scale, so do our systems and your choices.Key ResponsibilitiesIncident and Request ManagementAct as the first point of contact for staff requiring IT support (with guidance and supervision)Log, categorise, and prioritise incidents and requests in the service management systemLearn how to diagnose and resolve common IT issues within agreed timescalesEscalate more complex issues to second-line support following established processesCustomer ServiceProvide polite, helpful, and professional support to all usersKeep staff informed of the progress of their requestsLearn to explain technical issues in simple, clear terms for none technical usersISO 27001 ResponsibilitiesFollow company information security policies and proceduresHandle data and information responsibly, maintaining confidentiality and securityReport any suspected security risks or incidents to the appropriate team member ISO 9001 (Quality Management) ResponsibilitiesWork in line with company quality standards and processesEnsure accurate logging and documentation of ticketsSuggest improvements to processes as knowledge and confidence grow Documentation and Knowledge SharingHelp maintain up-to-date documentation of incidents and solutionsContribute to the service desk knowledge base by recording solutions under supervisionTeam CollaborationWork closely with colleagues to share learning and support team goalsTake part in team meetings and training sessions to develop skills and knowledgeOther DutiesCarry out other tasks as requested by the Service Desk Supervisor Key Metrics for SuccessDemonstrating learning and progression throughout the apprenticeshipProviding positive customer service experiencesAccurate and timely logging of ticketsContribution to team activities and continuous improvement.