Digital Apprentice

St Leonard's Hospice; York and North Yorkshire; On-site; GBP 40,000 - 60,000; Full time

Job summary

A healthcare charity in York is looking for a Digital Apprentice to provide first line IT support and assist in the transition to a cloud environment. The role includes providing support to staff and volunteers, solving IT issues, and helping with software installations. The position offers a starting salary of £16,000 per annum along with a comprehensive benefits package, including 35 days of annual leave. The candidate must demonstrate a keen interest in IT and possess good customer service skills.

Benefits

Starting salary of £16,000 per annum

35 days annual leave

Blue Light Card discounts

Supportive working environment

Qualifications

• Must have a keen interest in IT and a willingness to learn.
• Experience in a busy environment or a people-facing role is desirable.
• Analyzing and troubleshooting IT issues is essential.

Responsibilities

• Provide first line support to internal/external customers.
• Support installation and maintenance of hardware/software.
• Aid in the management of the Hospice's cloud environment.

Skills

Customer service skills

Organizational skills

Analytical skills

Logical thinking

Good team player

Education

Functional Skills Level 2 in Maths and English

Basic IT Qualification

Tools

Microsoft applications (Word, Excel, PowerPoint, Outlook)

Job description

Are you ready to start a career in IT or want a new challenge within a rewarding environment? Then it would be amazing to hear from you!

We have a fantastic opportunity for a Digital Apprentice to join the Hospice's Digital Team to provide an excellent first line IT service and assist in the delivery of their strategic aims of transforming the Hospices cloud first environment.

This is a permanent, full-time position working 37.5 hours per week between office hours, Monday to Friday.

Main duties of the job

No two days will be the same in this role and as a Digital Apprentice, your main duties will be to:

• Provide first line support to internal and external customers including triaging jobs through the new IT ticketing system
• Support and action the installation of new and existing hardware/ software as well as supporting the cloud environment
• Ensure equipment is set up correctly and the right access has been provided to colleagues

In additional to the above, this role also includes a chance for you to undertake a Level 3 Apprenticeship within IT. On successful completion of the programme (usually 13 months), you will be awarded on a Level 3 ICT Apprenticeship. As part of your learning, you will also receive hands‑on training, mentoring and support which will enable you to develop both your technical expertise and customer focus skills.

Our ideal candidates will have:

• A keen interest in IT and a willingness to learn and develop new skills
• Good customer service and organisation skills

Having experience of working in a busy environment or in a people‑centric role is desirable however not essential.

We will not be able to accept applications from candidates who have an existing qualification at the same or higher level in a similar subject.

What we can offer you in return:

• starting salary of £16000 per annum
• great annual leave entitlement starting at 35 days per year
• a supportive and friendly working environment
• Blue Light Card discounts

About us

Our mission is to provide excellent care and support to those living with life‑limiting illness and to the people they care about, to enrich their lives and to contribute to the ongoing development of end‑of‑life care. We do this by placing our patients at the centre of everything we do, and through involving patients and their families in all decisions regarding their care.

We can only achieve this with the help of our amazing colleagues, by developing and recognising their contribution, and by sharing our knowledge and skills through education, audit and research.

Job responsibilities

To work as part of the Digital teamproviding support to all users across the Main Hospice site and Retail Shopsincluding general first line IT support.

Digitalunderpins work in all hospice departments and as we continue to developservices for patients, family members and other people that we support there isan increasing demand for IT services and user support for colleagues andvolunteers.

Mainduties and responsibilities

Professional

1. Provide first line support tointernal/ external customers.
2. Support and action the installationof new and existing hardware and software.
3. Support and maintain the Hospicescloud environment.
4. Assist with software upgrades withassistance from our Managed Service Provider (MSP) where appropriate.
5. Assist with ensuring colleagues haveaccess to all systems that are required.
6. Telephony work with colleagues andproviders to ensure theyre set up and work correctly.
7. Work with contractors on electrical/network/otherwork.
8. Respondto/manage colleague calls and emails.
9. Enter detailsof queries into the IT ticketing system and allocate the correct priority toeach job.
10. Triage ticketsand escape any issues to the correct specialist.
11. Undertakeminor IT fixes to 1st line status by phone with a remote connection to colleaguesor by giving verbal instruction.
12. Contribute to Digital team projects where required.

Person Specification

Communication

Qualifications

• Functional Skills Level 2 in Maths and English or O Level/ GCSE in Maths and English at grade C or above
• Basic IT Qualification

Personal

• Logical thinking
• Good team player
• Be able to use initiative
• Helpful and professional
• Non‑judgemental
• Willing to learn and develop new skills

IT

• Good basic IT skills
• Knowledge of Microsoft applications (Word, Excel, Powerpoint, Outlook)
• Basic knowledge of computers

Experience

• Analytical skills
• Experience of working in a busy environment
• Experience of working in a people‑facing role