Apprentice Desktop Support Officer

NHS; London; On-site; GBP 12,000 - 20,000; Full time

Job summary

A healthcare organization in London is looking for an Apprentice Desktop Support Officer. The role involves providing first and second line support to users in a complex IT environment. Candidates should have good IT skills, a minimum of 5 GCSEs including ICT, Maths, and English, and a willingness to learn. This apprenticeship position offers valuable experience within a prominent NHS trust and a path to further qualifications.

Qualifications

• Basic understanding of Applications, including installation and configuration.
• Basic knowledge of Microsoft Operating Systems.

Responsibilities

• Provide first and second line desktop support to users.
• Assist in diagnosing and repairing PCs and peripherals.
• Support IT equipment connected to diagnostic and treatment equipment.

Skills

Good IT skills

Accurate keyboard skills

Good communication skills

Problem-solving skills

Education

Minimum of 5 GCSEs A-C/9-4 including ICT, Maths and English

BTEC or Level 3 qualification

Job description

Overview

An opportunity has arisen for an Apprentice Desktop Support Officer within the Trust IT Department, to support the delivery of high-quality IT Support Services to the Trust. We are looking for motivated, proactive individuals with a clear patient focus to join the Desktop Support Team who will be a key team member delivering second and third-line support to our end users. You will be able to demonstrate excellent listening and communication skills with an ability to work under pressure and to deadlines. You will be required to continually develop your skills and knowledge to keep up to date with technological advancements and support a large userbase while working within the Desktop Support Team.

You will be a Band 2 throughout qualification for 18 months and upon successful completion Band 3.

• Interview Date: 2 October 2025
• 37 hours 30 minutes/week
• You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy.

NO AGENCIES PLEASE

Main duties

• Provide first and second line desktop support to users in a complex networked IT infrastructure for the Trust with over 15,000 desktops/laptops and a wide range of peripherals used by over 16,000 staff.
• Support IT equipment connected to automated Lab Analysers, Linear Accelerators and other diagnostic and treatment equipment.
• Work with a highly resilient network, over 1000 servers, Storage Area Network and IP Telephony connectivity to support end users and applications.

Job description

• To provide first and second line desktop support services to users of information technology across the Trust, to maximise the availability and functionality of Information Technology to end users. This may be either over the telephone, by e-mail or at the deskside.
• Provide assistance to the Senior Desktop Support Officers to Diagnose and repair PCs, laptops, peripherals and applications.
• Provide desktop and peripheral installation, configuration and upgrade services to Trust and supported third party organisations.
• Maintain up to date IT Records and Asset Management as required.
• Maintain up to date knowledge of technical hardware used within the trust.
• Provide Basic End User familiarisation with PC hardware facilities when installing new or upgrade systems for end users.
• Provide Basic End User familiarisation with peripherals facilities when installing new or upgraded systems for end users.
• Assess the suitability of PC locations before installation from a health and safety perspective.
• Be flexible in your approach to work in order to support the 3 primary sites and our community sites as required

You will need to be able to meet all the eligibility requirements as prescribed by the apprenticeship criteria to undertake the role.

Eligibility for apprenticeship

To be eligible for an apprenticeship you must:

• Have the right to work and remain in the UK.
• Have lived in the UK for at least 3 years.
• Provide original evidence of required English and Maths qualifications.

Further information:

• You will not be considered if you have an equivalent or higher qualification in the same or a very similar subject.
• You must not be engaged in any other funded training or education programme.
• We cannot sponsor applicants during or on successful completion of the apprenticeship so please ensure you meet visa status eligibility.
• We cannot accept applications from student visa applicants.
• Please be advised if you are a 'Non-UK National' applicant you must meet the eligibility criteria and fulfil the settlement requirements of the apprenticeship course funding. Your settlement status will need to be verified as eligible for funding, by the relevant apprenticeship provider, for you to formally enroll on the course.

Further details can be found on the UK Government website.

Person Specification

Qualifications and Education

• Essential: Minimum of 5 GCSEs A-C/9-4 including ICT, Maths and English. Maths and English may be in the form of Functional Skills/Key Skills Level 2
• Desirable: BTEC, A Level or Level 3 qualification; Relevant technical certifications or qualifications.

Knowledge and Experience

• Essential: Basic understanding of Applications, including installation and configuration; Basic knowledge and experience of Microsoft Operating Systems
• Desirable: Basic knowledge of networks; Experience of installing and supporting PCs and Peripherals; Awareness of NHS Systems; Familiarity with on-line technical and support resources; Knowledge of Service desk operations; 1st and 2nd level experience in a customer service and Desktop Support environment

Skills and Abilities

• Essential: Good IT skills and accurate keyboard skills; Communicates well with good oral and listening skills; Good telephone manner and clear diction ability; Good written communication skills; Able to work under pressure and meet deadlines; Good time management skills; Ability to work well unsupervised; Excellent problem-solving and troubleshooting skills.
• Desirable: Excellent customer service skills; Interpersonal skills including tact, diplomacy, negotiation, influencing, assertiveness; Ability to interact effectively with internal and external personnel

Disclosure and Sponsorship

Disclosure and Barring Service Check: This post is subject to the Rehabilitation of Offenders Act and will require a DBS submission to check for prior convictions.

Certificate of Sponsorship: Applications from job seekers who require current Skilled worker sponsorship will be considered alongside all other applications. For details, refer to the UK Visas and Immigration guidance.

Employer details

The Newcastle upon Tyne Hospitals NHS Foundation Trust

Address: Regent Point, 317 Regent Point, NE3 3HD