IT Service Desk Analyst Review

Day to day I answer phones to members of the NHS staff dealing with and recording their IT issues. I also work on an Office 365 Team, implamenting the system across the NHS Trust that we support. I also respond to IT queries in emails, on a self service portal and through other means

I have learnt to really trust my instinct and to have confidence in my ability. I have upped my IT knowledge enormously in the last 9 months and have achieved my CompTIA Fundementals + Exam which I am very proud of. I have also learnt a lot of new customer service skills.

Generally, I do enjoy the programme. At times, I have found the training to be more frustrating than helpful as we do very small amounts about something or the Exam is not included in the course. This can make more challenging training feel disheartening to not achieve the end qualification.

At the start, my introduction to the apprenticeship was very disorganised, haphazard and unsettling. It took months for me to have a clue what I was needing to do. As time has gone on, it has improved however I do feel that my high levels of organisation have been my key to success.

I receive excellent support from my employer. Management are always helpful, approachable and there to support me through the course and needs of my job. Also, other colleagues from even other teams are always keen to share knowledge and broaden my understanding of IT and the NHS network / IT systems.

This has been very dependent on the course. For example, the AWS course and the Six sigma course I felt were quite unsupportive and I was talked at rather than taught. I was dissapointed with these. However the CompTIA course was very insightful and I felt very supported by the tutor.

Most of the courses that I have done do not apply to my day to day role up until this point. CompTIA is the exception to that as the wide knowledge of IT that I gained from that was worth it's weight in Gold. I have helped other teams with that knowledge

There are quizzes occasionally but due to covid there is not really much else.

Yes

It is a supportive working environment with lovely people.

I would advice to be as positive as possible and make sure to go into it with a strong care for others.