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Job overview

Apprentice Service Desk Analyst. 

Working Full time : 37.5 hours per week

We are looking for an enthusiastic, self-motivated and flexible individual to join our ICT Service Desk team. 

This post will be to answer incoming telephone calls, accurately record all 
information provided by each caller within an I.T. service management system and provide basic technical support to end users. The post holder will work closely with the customer and all ICT  teams to ensure a satisfactory solution is provided.

To attend regular meetings with the supervisor, assessor and attend training sessions leading to an Apprenticeship certificate in Business Administration. This consists of a National Vocational Qualification, a technical certificate and key skills.

This is a generic Job description for all admin and clerical apprenticeship roles and is intended as a summary, therefore, as the roles vary, some of them may not require all of the tasks listed.

National Minimum Wage applies  (This rate applies to apprentices under 19 and those aged 19 or over who are in their first year

To work within a friendly and supportive environment (see our Trust Behavioral Standards).

Staff support, health and wellbeing opportunities & other employee benefits.

The successful candidates will have to attend an Induction over 1/2 day introducing them to our Trust & ensure they settle in.

Main duties of the job

The successful candidate will be based within the Service desk where they will be required to manage a high volume of incoming telephone enquiries ranging from basic I.T. to more specialised clinical systems support that require immediate resolution; this can be quite an exciting and challenging environment to work in.

Remaining calm and professional during times of extreme pressure, swiftly identifying the real needs of a customer and resolving or escalating calls promptly when required are essential traits the successful candidate will exhibit.

Additionally, all candidates must have strong customer focused approach, good communication and interpersonal skills and have had previous experience dealing with customers over the telephone and in person. 

Working for our organisation

The Countess of Chester Hospital NHS Foundation Trust provides services to West Cheshire and to Welsh patients covered by Betsi Cadwaladr University Health Board. The Trust works collaboratively within the wider Cheshire and Merseyside Health and Care Partnership. Its services are provided from three locations:

• The Countess of Chester Hospital: providing 438 general and acute beds
• Ellesmere Port Hospital: providing 56 beds as a rehabilitation, intermediate and outpatient facility
• Tarporley War Memorial Hospital: a base for community services which serve the local rural population.                                                                 

 The Trust employs over 6258 staff (headcount) which includes temporary bank staff and provides acute emergency and elective services, primary care direct access services and obstetric services to a population of approximately 407,000. This includes 357,000 residents in Chester and West Cheshire which includes Ellesmere Port and Neston as well as the Deeside area of Flintshire which has a population of approximately 50,000.

The Trust is a busy district general hospital and in 2022/2023, there were more than 503,342 patient attendances (inpatient, outpatient and diagnostic) ranging from a simple outpatient appointment to major cancer surgery. This is an increase of nearly 10,000 compared to the previous year when there were 494,387 patient attendances.