IT SUPPORT APPRENTICE

The IT team supports all staff and volunteers working across multiple sites in southeast London. This includes our Sydenham and Orpington sites, our shops, and the ability for people to work remotely.

Our IT department includes the following functions:

An in-house IT helpdesk support team that provides telephone, virtual and deskside support for common IT issues (Account management and administration, IT hardware/software issues,
printing, telephony, etc.) This includes a 24/7 out-of-hours on-call service for clinicians/staff who require IT support outside of core office hours Support for the core networking, server infrastructure, and associated design and maintenance This is provided by a combination of external contractors and our in-house IT team In-house Database administration which provides detailed analysis, reports and design changes to our Patient Record System (as well as to HR and other departmental database systems as necessary) Development and implementation of Ad-Hoc Projects – such as IT Equipment rollouts, upgrades to IT infrastructure, and implementing new systems according to organisational need This work is carried out by a combination of internal and external IT resources

Primary Job Purpose:

To provide excellent customer service to all those requiring IT support onsite and offsite (using provided remote IT support tools) To record all requests for IT support on the IT helpdesk system, escalating any priority calls as required To respond to and resolve first line IT support queries as per IT service desk SLA Assist with setting up and maintaining computers, laptops, mobile devices, user accounts and AV devices Support common software applications (e.g. Microsoft 365, email, collaboration tools) Distribute and install print toners when required Escalate more complex issues to senior IT staff or external providers Other activities and IT related projects, including the logging of IT assets, following the joiners and leavers process, and assisting the IT team with software patching, desktop upgrades, IT equipment office moves and support the IT team with IT project work as required Support staff with the use of IT and AV equipment Learn and follow IT policies, data protection, and cybersecurity best practices

C1: Customer Focus:

Attend to and manage IT service desk phone calls, providing suitable responses and ensuring the creation of a helpdesk ticket for every call on the IT Helpdesk system Address and resolve first-line IT support calls through email, telephone, and talking to the user Provide desk-side support by visiting staff when necessary to resolve issues Respond to faults, assistance requests, and change requirements Ensure that the IT new starter, mover and leaver process is followed Collaborate with other IT staff to assist in project work

C2: Self-Management and Problem Solving:

Identify and flag IT helpdesk calls which are impacting staff Whenever possible, aid the IT team in tasks such as software patching, desktop upgrades, and other IT-related projects Ensure that incoming and outgoing IT assets are properly labelled and recorded in the IT asset management system

C3: Working with Others:

Work with the IT team to help deliver projects, system builds and application installations Provide temporary cover for the IT Support team in their absence Provide first line support to staff who require assistance with Microsoft applications

Training:
An apprenticeship includes regular training with a college or other training organisation At least 20% of your working hours will be spent training or studying
Information Communication Technician Level 3 apprenticeship standard You will also receive full training and support from the Just IT Apprenticeship team to increase your skills Your training will include gaining a Level 3 Information Communication qualification

Training Outcome:
Over 90% of our apprentices move on to permanent full-time employment in the tech industry There are also opportunities to extend your training with a higher-level Apprenticeship Programme Just IT have already helped over 1000 people start their tech and digital careers with an apprenticeship

Employer Description:

A warm welcome to St Christopher's
We are proud to offer world class palliative and end of life care to everyone who needs it, whenever or wherever that may be. We are also here for the people closest to you.

We passionately believe in the words of our founder, Dame Cicely Saunders, who said: “You matter because you are you and you matter until the last moment of your life.” That means we’ll listen to your story, adapt our treatments and advice to suit your particular needs, and we won’t stop until we can give you the best possible support.

The hospice itself is a friendly, vibrant place, and as unlike a traditional hospital as we can make it. But rest assured, our medical and nursing care is excellent and our clinical teams are highly professional and devoted to doing their best for you.

However, as we often say, we’re more than just a hospice. We are proud of our community programmes that offer practical, emotional and spiritual support to over 7,500 people in the local area, most of whom we will help to continue living at home. If you’re one of them, we are ready to help you too.

Working Hours :
Monday - Friday, 9.00am - 5.00pm

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Number skills,Analytical skills,Logical,Team working,Creative,Initiative,Non judgemental,Patience