NHS
Digital Service Desk Apprentice
This job is now closed
Job Description
- Req#: C9246-26-0202?language=en&page=38&sort=publicationDateDesc
- To complete the apprenticeship program within agreed timeframe and with a passing grade, and engage with the program, ensuring all required coursework is completed on time and to a high standard.
- To handle inbound telephone calls and live chats from Digital's customers, and to accurately log and record the information from these contacts.
- To provide first level support and resolve customer issues, utilising tools such as the IT Service Management Tool, the Knowledge Base and online resources to facilitate resolution.
- To complete customer requests for access, following agreed processes and practices to a highly accurate and precise level.
- To assist in Problem Management and Knowledge management practices to improve customer's future Digital experience.
- To provide excellent Customer Service and ensure the customer is always at the heart of all activities.
- Engage with Digital's Continual Improvement practise by making suggestions and providing feedback to improve the services offered by Digital.
- 5 GCSEs Level 4 or above, including Mathematics and English
- Experience in using Microsoft Windows, particularly Windows 11.
- Experience in troubleshooting Digital devices
- Written and Verbal Communication Skills
- Basic ICT knowledge
- 5 GCSEs Level 4 or above, including Mathematics and English
- Experience in using Microsoft Windows, particularly Windows 11.
- Experience in troubleshooting Digital devices
- Written and Verbal Communication Skills
- Basic ICT knowledge
Job summary
The Service Desk Apprentice, first and foremost, is a development role where the individual will be training and developing towards becoming a Service Desk Analyst, who work as the first point of contact for Digital's customers and providing remote first level Digital Support.
As a part of this role, the individual will be working towards a professional qualification, with off-the-job training provided one day a week, with the remaining four days gaining professional experience working on a Service Desk.
Please note: As this role is for an apprenticeship then it is a requirement that the successful candidate has a maximum of the equivalent of an NVQ level 2 in ICT Support. Any candidate with a higher level qualification cannot be considered for this post.
Main duties of the job
About us
Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.
Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established professional networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.
Why Norfolk and Suffolk? The people here are warm and welcoming, you'll never be far from the beautiful coastline or Broads National Park. We're an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.
Details
Date posted
17 February 2026
Pay scheme
Agenda for change
Band
Band 2
Salary
£24,465 a year pa/ pro rata
Contract
Apprenticeship
Duration
18 months
Working pattern
Full-time
Reference number
246-COR7656884
Job locations
Hellesdon Hospital
Norwich
NR6 5BE
Job descriptionJob description
Job responsibilities
Please read the job description / person specification carefully and ensure your application reflects the knowledge, skills and experience needed for this role.
Job responsibilities
Please read the job description / person specification carefully and ensure your application reflects the knowledge, skills and experience needed for this role.
Person SpecificationPerson Specification
Qualifications
Essential
Experience
Essential
Desirable
Skills
Essential
Knowledge
Essential
Qualifications
Essential
Experience
Essential
Desirable
Skills
Essential
Knowledge
Essential
Additional informationDisclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Norfolk & Suffolk Foundation NHS Trust
Address
Hellesdon Hospital
Norwich
NR6 5BE
Employer's website
https://www.nsft.nhs.uk/Pages/Home.aspx (Opens in a new tab)
Employer details
Employer name
Norfolk & Suffolk Foundation NHS Trust
Address
Hellesdon Hospital
Norwich
NR6 5BE
Employer's website
https://www.nsft.nhs.uk/Pages/Home.aspx (Opens in a new tab)
About the company
National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.
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