End User Support - Trainee

  • Maylands Avenue, Hemel Hempstead, England, United Kingdom
  • Full-time

Company Description

Here at NPS we have a simple set of values that sets out who we are as a company. We are:

Intelligent – we make the right choices
Involved – our enthusiasm creates energy
Innovative – we always ask what’s next 

Our business is all about making lives safer, healthier, better managed and mobile
Our software underpins critical police, health, housing  and local government services, ensuring delivery of the right data at the right time to protect and improve people’s lives.

We’re as committed to the positive social outcomes of our customers’ services as they are, which means we put people first. In the interfaces and systems we design, and the software support and development service we provide.

Our story
Across the world, billions of people every day rely on the services and benefits provided by their police, health services, housing and local government. Their home, welfare, wellbeing and security often depend on them.
We create and manage the software that connects people with these services. We design smart interfaces and data processes to ensure services are easy to use, always on, relevant, accurate and trusted.
Using internet, mobile and AI technology, we are designing new tools that maximise the positive experience people have of critical services, and helping to make sure they are safer, healthier, better managed, and able to organise their life on the go.

Working closely with our customers – the service providers – we define people’s needs today and in the future – and work intelligently to continuously improve our software products and data management.
Our software underpins the performance of our customers as they serve their customers. Our constant focus is making sure our software is stable, efficient, cost efficient and secure.

We’re proud of the role we play, improving people’s lives through dependable critical services. With a growing number of customers globally, we’re going to make a difference to millions of people more.
Based in the UK but working around the world, our 2,000 employees help improve the services that matter most.

We are now part of the NEC corporation, a leader in the integration of IT and network technologies that benefit businesses and people worldwide – this brings in new opportunities without limits for growth and innovation.

Job Description

The End User Support Trainee role is to provide a single point of contact for all NPS Employees, to receive support and maintenance within the organisation's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required.

Role involves:

  • Support a cross platform environment, including Windows, IOS
  • Provide onsite technical support for staff members in the Hemel office.
  • Document, track, and monitor all problem on the Helpdesk system (Vfire) to ensure a timely resolution
  • Induct all new staff members on IT procedures, policies and best practice
  • Maintain and encourage best practice across the business e.g. file sharing, encryption etc.
  •  Procure, configure, manage, maintain and develop desktop PC's, laptops, tablets, mobile technology and printers
  • Work with the wider ITSS teams to schedule upgrades and security backups of hardware and software systems
  • Facilitate secure access to the network for remote users
  • Providing users with appropriate support and advice
  • Keeping up to date with the latest technologies
  • Identify opportunities for improvement and makes constructive suggestions for change.


As an End User Support trainee, you main roles and responsibilities will include:

  • Learn how to provide technical support.
  • Gain on the job experience and be able to utilize the skills you have gained over the duration of your apprenticeship.
  • Learn how to deal with remote users
  • Administer a wide range of end user hardware devices
  • Ensuring all calls are handled within appropriate timescales
  • Working closely with you mentor to help resolve more complex faults

Must be an IT enthusiast! 

Personal attributes

  • Self-confidence and interpersonal skills 
  • Analytical and problem solving skills
  • Good communication (both verbal and written) skills 
  • Planning and organising skills
  • Good administration management skills 
  • Strong listening skills
  • Able to operate effectively in a team environment with both technical and non technical team members 
  • Able to operate with minimal supervision
  • Able to manage time effectively, set priorities appropriately, schedule calls
  • Able to maintain professional demeanour in a high paced environment 
  • Able to operate within customer standard operating procedures 

Additional Information

Employees of Northgate Public Services are entitled to the following Company funded benefits:

  • Single Private Medical Cover (with the option to select family cover at an additional cost)
  • 25 days paid holiday (includes 3 company nominated days) with the option to buy/sell up to 5 days (during enrollment period)
  • 4 x basic salary life assurance cover
  • A Group Pension Plan with fantastic employer contributions
  • A selection of tax efficient flexible benefits to suit your individual needs such as childcare vouchers and cycle to work scheme
  • The role offers a competitive salary.


Candidates must be able to demonstrate a pre-existing right to work and travel within the EU. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

Northgate Public Services is an equal opportunities employer, welcoming applications from all communities.

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