JOB DESCRIPTION:

Estio Training is thrilled to offer a new opportunity for an Information’s Communications Technician Apprentice.

SKILLS REQUIRED

• Experience of handling customer enquiries, resolving queries face to face, on the phone and in writing.
• Experience of servers, networks or databases; installing software; troubleshooting technical problems; or writing instructions or procedures.
• Good Working Knowledge of Microsoft Word, Excel and Outlook.
• An understanding of key components of an ICT infrastructure, e.g. networks, servers and databases, and the roles they play.

ROLE SUMMARY:

The role of the ICT Support Officer is to gain hands-on experience supporting a wide range of ICT systems and services. Under the guidance of experienced professionals, they will assist in resolving technical issues, and/or contribute to exciting new projects, and develop the skills needed to thrive in the digital world.

AS AN IT SUPPORT APPRENTICE YOUR MAIN ROLES AND RESPONSIBILITIES WILL INCLUDE:

• To maintain effective working relationships, both within their own team and with wider stakeholders.
• To use appropriate methodologies, tools and best practice as directed by their supervisor.
• To understand and adhere to company policies and procedures in their work area.
• To undertake duties to meet the needs of the service and work within established service level agreements.
• To adhere to monitoring, compliance, and audit procedures.
• To assist in business application support within their work area and undertake tasks utilising agreed standards and procedures and work with periodic supervision.
• To assist colleagues in regular liaison and provide professional advice and support to a wide range of internal and external stakeholders.
• To be responsible for maintaining their own knowledge and skill sets across a wide range of applications, as directed by their supervisor.
• Undertake training and maintain knowledge in end user applications, including our clients’ main patient management and clinical systems.
• To contribute to the evaluation of business processes and, using best practice, identify options for improving efficiency and effectiveness of operational delivery.
• Engage in floor walking in our hospitals to provide proactive troubleshooting of IT technical and end user systems issues, endeavouring to resolve issues first time through own knowledge or through an understanding of the wider Innovate resource who can provide support.
• To contribute to the development of information technology security policies, standards and guidelines and maintain an awareness of associated risks and issues.
• To undertake and monitor changes to live application environments under direct supervision of senior colleagues, escalating any emergent risks or issues that are identified.
• To investigate faults within the assigned work area, using appropriate diagnostic tools and techniques and seek guidance on their resolution as necessary.
• To be responsible for understanding and complying with the General Data Protection Regulation and communicate risks and issues as appropriate.
• To prioritise and promptly diagnose incidents and problems in accordance with agreed procedures, escalating if unresolved or requiring specialist or managerial direction.
• To escalate issues which cannot be resolved locally to supplier support services as per agreed procedures, track the progress of escalated issues and liaise with suppliers to enable resolutions.
• Assist with continuous improvement to practices in their work area by maintaining an awareness of advancements in information technology and their relevance to Innovate Healthcare Services and evaluating business processes throughout their programme.
• Support & Collaboration: Work closely with team members and stakeholders, providing professional advice and assistance while maintaining effective relationships.
• Technical & Operational Duties: Assist with IT support tasks, troubleshoot issues, follow procedures, and contribute to improving business processes and service delivery.
• Learning & Compliance: Stay up to date with systems and applications through training, while adhering to company policies, data protection regulations, and security standards.