This is an exciting opportunity for a driven individual to develop their career working as an Apprentice Application Support and Training Analyst for an established Norfolk based organisation. As part of a Higher Level 4 IT Apprenticeship, you'll gain hands-on experience, industry recognised Microsoft, and ITIL qualifications all whilst earning.
Who will I work for, and what will I do?
Established in July 1982, the employer provides the best possible care and services to a population of 230,000 residents across Great Yarmouth, Lowestoft and Waveney, as well as to the many visitors who come to this part of East Anglia.
Your role as an Apprentice Application Support and Training Analyst will be exciting, challenging as well as rewarding. As you develop, you will be responsible for identifying and resolving complex issues which arise from the provision of end user support. This will involve the identification of potential workarounds where required and includes the documentation and communication of the workaround to all users of the identified functionality.
- The post holder will be responsible for carrying out the maintenance and update of all Application Support calls allocated to the team using the logging system.
- The post holder will adhere to all Operational and Service Level Agreements concerned with support of applications. This will involve timely preventative action to ensure these targets are achieved.
- The post holder will liaise with system providers and National Service Desk for issues that cannot be resolved internally, ensuring that correct severity priority and clinical impact is attributed and ensuring that correct communication routes and processes are adhered to.
- The post holder will be responsible for changes to all relevant Health Organisation configuration files, letters and documentation ensuring all changes are carried using version control and adhering to department change control processes.
- The post holder will be responsible for developing guidance documents to support working practices in the Trust and communicating these appropriately. This will require an effective interface with the Trust's Information Services department to ensure that all materials are developed and amended in line with new working practices.
- The post holder will carry out system testing for new releases and upgrades of application software. This will include undertaking appropriate training in order to provide ongoing support.
- The post holder will carry out upgrades and functional changes to systems ensuring all changes are fully documented and disseminated to appropriate users of the application via a formal release notification process.
- The post holder will work closely with the Data Quality Manager on ensuring data quality is monitored and meets the standards required for the business activities and will provide recommendations where processes or data collection and quality could be improved.
- The post holder will assist the Application Services Manager in the planning and development of an innovative training methodology that is considerate to the working patterns of staff groups
- Support the Senior Trainer in the design and delivery of user training for applications and for Microsoft applications.
- Liaise with the information Department to ensure that training being delivered is consistent with the requirements of the and highlight any issues.
- Provide scheduled ad-hoc group and one-to-one IT training services as well as developing bespoke courses.
- To ensure classroom delivered and e-learning techniques are appropriate to the requirements.
- Provide specialist advice and training to clinical and administrative staff across as broad range of systems.
- The post holder will be responsible for collection of evaluation sheets for any training they deliver and for subsequent analysis of evaluations. They will be required to work with the Senior Trainer to take any steps necessary to resolve any issues around training delivery
- The post holder will chair local meetings and participate in working groups where required.
- The post holder will represent the organisation at local and national meetings relating to supported systems at the request of the Application Support and Training Manager.
- The post holder will attend training as deemed necessary to their role by the Application Support and Training Manager and will be responsible for ensuring their own continuous personal development.
- The post holder will be aware and adhere to all lT Department processes with particular attention to those is respect of Incident Management, Problem Management, Change Management and Knowledge Management.
- The post holder will be required to lift / carry documentation, training aids and materials, and laptops as required, to and from training sessions, meetings, departments and other locations.
- The post holder will be aware of and adhere to all Trust Policies and Procedures with particular attention to this in respect of Data Protection, Security and Patient Confidentiality.
- The post holder will carry out any other duties as delegated by the Application Services Manager that are appropriate to the grade and responsibility of the post.
What training will I receive?
Firebrand offers a unique Higher Level 4 IT Apprenticeship scheme that provides award-winning industry training and certifications, valuable work experience and offers on-going support all with the ultimate goal of securing you a long-term career within the world of technology.
During your 24 month IT apprenticeship programme, Firebrand will provide residential training at our distraction-free training centre. Our method of accelerated training allows you to achieve industry-recognised certifications such as ITIL and Microsoft faster, giving you more time to put your new skills in to practice within a working environment. Firebrand will also provide you with a Mentor who will be supporting and assisting you with your development. By the end of your 24 month apprenticeship, in addition to having numerous industry recognised qualifications, a steady career with a supportive employer, you will also be recognised by the British Computer Society (BCS) for entry onto the register of IT Technicians, confirming SFIA level 3 professional competence.
What experience do I need?
You'll possess a flexible attitude paired with the ability to perform under pressure. Although technically you'll be passionate and demonstrate core IT skills, our focus will be on your communication skills and ability to speak with clients. You'll show a commitment to quality as well as a thorough approach to work
Finally, you will have:
- At least five GCSEs (or equivalent) at Grade C or above including Maths, English and either IT or Science.
- Ideally, you will have either a minimum of two A levels (or equivalent) a Level 3 Apprenticeship qualification or Level 3 BTEC
- Developing and Managing Self - You'll be able to enhance your own skills and performance in the context of the organisation.
- Developing and Maintaining Relationships - You will be able to make working relationships harmonious and productive.
- The ability to work well under pressure.
- Finally, you will act as a role model within IT
What happens after my apprenticeship?
Towards the end of your apprenticeship, the successful candidates will be in an excellent position to