About

Employer description:The Royal College of Physicians (RCP) is a professional membership body for hospital doctors, with over 40,000 members in the UK and internationally. Founded in 1518, we work to improve patient care and reduce illness through education, influence and collaboration.We are committed to creating an inclusive, supportive workplace where our values – taking care, learning and being collaborative – guide everything we do.About the role:You will join our IT Services team and provide first-line support to colleagues across the organisation. This is an excellent opportunity to gain hands-on experience while working towards a recognised apprenticeship qualification.Responsibilities:Providing initial triage of service requests and identifying the appropriate IT resourcesLogging, monitoring and tracking incidents through the call management systemProviding first-line resolution for hardware, software and application issuesEscalating incidents and service requests in line with service level agreementsKeeping users informed of progress and ensuring excellent customer serviceSupporting desktop hardware, operating systems and business applicationsAssisting with desktop asset managementContributing to service improvement by analysing call trends and identifying recurring issuesAdhering to IT policies, information security standards and health and safety requirementsSupporting the wider work of the IT Services department where requiredYou will work both independently and as part of a team, communicating with users via telephone, face-to-face, Microsoft Teams and the call logging system. Full support and mentoring will be provided by experienced Desktop Support Analysts and the IT Service Manager.Desirable skills:Good communication skill