IT Service Desk


A typical IT Service Desk role in Norfolk Community Health and Care includes:

  • Providing an IT single point of contact for IT incidents
  • Supporting over 3,000 customers, 2,700 technical hardware and providing a first time fix for approximately 2,000 calls a month
  • Recording all IT Incidents and Request for Service, ensuring all relevant details are captured
  • Investigate and diagnose incidents by providing first line telephony support, gathering and analysing information to identify and resolve a range of technical incidents such as hardware, software, application and network incidents with the objective of restoring normal service as quickly as possible
  • Provide technical advice and training for “how to” queries from customers
  • Monitoring and tracking incidents
  • Installing and configuring desktop software
  • Administering IT accounts and system privileges
  • Providing a professional and customer-focused service through the life cycle of each call
  • Managing customer expectations by keeping customers informed of progress and explain technical resolutions in a language that is tailored towards the customer’s understanding

Apprenticeship Framework

Level 2 IT Professional

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