Service Desk Apprentice
Positive Solutions Ltd · Lancashire
Weekly Hours Worked: Monday to Friday 08:30 to 17:00
About Company
Putting 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 Responsibilities
Incident and Request Management
Act 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 system
Learn how to diagnose and resolve common IT issues within agreed timescales
Escalate more complex issues to second-line support following established processes
Customer Service
Provide polite, helpful, and professional support to all users
Keep staff informed of the progress of their requests
Learn to explain technical issues in simple, clear terms for none technical users
ISO 27001 Responsibilities
Follow company information security policies and procedures
Handle data and information responsibly, maintaining confidentiality and security
Report any suspected security risks or incidents to the appropriate team member
ISO 9001 (Quality Management) Responsibilities
Work in line with company quality standards and processes
Ensure accurate logging and documentation of tickets
Suggest improvements to processes as knowledge and confidence grow
Documentation and Knowledge Sharing
Help maintain up-to-date documentation of incidents and solutions
Contribute to the service desk knowledge base by recording solutions under supervision
Team Collaboration
Work closely with colleagues to share learning and support team goals
Take part in team meetings and training sessions to develop skills and knowledge
Other Duties
Carry out other tasks as requested by the Service Desk Supervisor
Key Metrics for Success
Demonstrating learning and progression throughout the apprenticeship
Providing positive customer service experiences
Accurate and timely logging of tickets
Contribution to team activities and continuous improvement.
Skills required
Basic IT troubleshooting and problem-solving
Strong communication and customer service skills
Understanding of IT systems, hardware, software, and networking (developed through training)
Attention to detail
Can do attitude
Wants to learn on the job as well as train
Open to all tasks that form part of a Service Desk.
Qualifications required
A strong interest in IT and technology (essential)
No prior IT support experience required – training will be provided.
GCSEs at Grades 9–4 (A*–C) or equivalent, including English and Mathematics
Training you'll get
Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.
Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.
Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:
Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
Prioritise systems support tasks and monitor and maintaining system performance.
Maintain regulatory, legal and professional standards.
Support the information systems needs for your business.
Future prospects
Service Desk Analyst role would be the next role after an apprenticeship. Then from this role 2nd Line, Platform Support etc if vacancies were available and the candidate wanted this progression.
We also have a development team, etc so there are routes, if available, other than IT within the business.
The essentials
Hours, commitment and the dates that matter.
Training provider
Delivers the training for this role and manages your application.
