IT Service Desk Apprentice

QA Ltd
£12766 per year
21 Nov 2017
04 Jan 2018
Contract Type
Full Time

Employer Description

Barking, Havering and Redbridge University Hospitals NHS Trust serves a population of around 700,000, from a wide range of social and ethnic groups.

We have two main hospitals. Queen's Hospital in Romford opened in 2006 and brought together the services previously run at Oldchurch and Harold Wood hospitals and complements King George Hospital which was built from new in 1993. We also serve clinics across outer north east London and have some services from Barking Hospital.

Job Description

In this role, you will work as part of the IT Service Desk team providing a high quality first line IT support, to all staff and customers. The ICT Customer Service Desk is the first point of contact for all staff of NHS organisations when accessing BHRUT. The potholder will utilise knowledge skills and judgment to provide a first line resolution where possible and escalate any issues, which are not fixable at first point of contact.


  • Daily contact will be required to respond to user support calls in line with service level agreements, where you will be required to provide technical support in identifying software and hardware problems
  • This will involve communicating technical issues to a non-technical person and owning the problem through to satisfactory resolution for the user

This will also include:

  • Escalating unsolved problems to IT Service Desk Analysts and the IT Support Service Team Leader
  • Keep users informed regarding status of outstanding problems
  • Methods for communication will be by telephone, email, written and in person
  • You will be required to liaise via phone and email with third party suppliers
  • The post holder will be required to communicate progress on project plans to relevant parties ensuring they are kept informed of progress. The can be via telephone, email or in meetings
  • Shared responsibilities for the security of IT premises, eg computer rooms, comms and IT Buildings and office accommodation
  • Responsible for maintaining and updating asset register (desktop, hardware, software & systems) when new equipment is installed, moved or disposed of, or transferred from another customer organisation, in line with Inventory & Computer Equipment Disposal Policy
  • Safe keeping of IT equipment under post holder's care, including transit to other sites

The postholder will be responsible when dealing with requests from the BHRUT ICT Customer Service Desk for following Service Desk procedures. This includes updating status and notes for support calls along with detailed notes on progress and resolution information. This takes approximately 75% of post holders' time.

Main duties undertaken by postholder will include:

  • Operational tasks, e.g. analysis & diagnosis of computer hardware, software and network problems. Installation, replacement and testing of new and repaired hardware
  • Maintenance of a knowledge base of procedures and solutions to commonly reported faults
  • Maintenance of the Asset Register of equipment details and location
  • Remote access support by taking over the user's computer remotely or by visiting the users workplace
  • Provide basic desktop training to user following installation of new equipment. Escalate further training requirements to Training Services
  • Documentation maintenance
  • Provide advice to users on IT related issues

Desired Requirements/Qualities

  • Excellent verbal communication skills
  • Ability to communicate with people of all technical abilities.
  • Educated in IT related subject or equivalent gained through specific relevant experience
  • Basic PC and peripherals hardware knowledge
  • Microsoft Office and Internet applications
  • Email clients eg: Outlook
  • Network Clients eg: Microsoft
  • Experience of PC hardware, operating systems and applications software
  • Enthusiastic
  • Willing to learn
  • Organised
  • Attention to detail
  • Effective teamwork
  • Able to remain calm under pressure

Good working knowledge of:

  • The fundamentals of Windows operating systems

Desired Qualifications

3 x GCSE (or equivalent) at grades A-C in any subject plus GCSE English and Maths (or equivalents) at grade D or above

Working week

37.5 hours a week - 7:30am-5pm, Monday-Friday


Number of benefits available, to be discussed on interview

Important Information

"QA's Apprenticeship programmes may be funded in part by the European Union through the European Social Fund, which supports the development of employment opportunities and a skilled workforce."

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