Degree Apprenticeship

IT Services Degree Apprentice

Who we are

Our UK Diagnostics business, headquartered in Burgess Hill, West Sussex, employs approximately 560 highly skilled individuals.

Roche in 60 seconds

Roche is a leader in research-focused healthcare with combined strengths in pharmaceuticals and diagnostics. Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and neuroscience

We provide the industry's broadest range of diagnostics and monitoring products & services, spanning all sectors of the market: from small hand held devices used directly by patients or healthcare professionals, to large diagnostic instruments found in hospital laboratories.

In partnership with Chichester University this 4-year Degree Apprenticeship will see you studying toward a Software Engineering Degree. Alongside studying toward your degree you will work as part of the Workflow & IT Team to deliver first class customer support by telephone, remote services and on-site (as appropriate).

The IT Apprentice (ITA) will:

  • Provide support for  hardware and software relating to Roche IT product installations
  • Developing, enhancing, and promoting the use of new technology within the WF & IT team
  • Setup and support hardware eg. Raspberry Pi's, & remote connection devices
  • Provide on site support activities to assist colleagues if necessary during complex situations 
  • Proactive system monitoring 
  • To be a member of a project team as required.

The IT Appentice is a:

  • Field/Office-based role
  • Member of RDUK WF & IT team
  • Reports to: Technical Manager

Key Responsibilities:

  • Handling of customer and staff enquiries, via phone or in the written form
  • On-site service activities - supporting field-based technical support
  • To present a professional image and provide a high quality of customer service and support
  • Ensure commitment & enthusiasm to degree course studies
  • Processing internal colleague enquiries/complaints and troubleshooting
  • Identification or product quality issues and escalation to the next level of skill and/or specialism
  • Use of remote service for diagnostic support
  • Documentation with CRM system
  • Handling of simple customer complaints including communication with customers and Roche colleagues
  • Evaluation work in Test IT environment to assist troubleshooting
  • Assisting colleagues with troubleshooting on-site
  • Planned maintenance activities to assist field support representatives, ie maintenance, installation, modification
  • Basic corrective maintenance activities to assist field support representatives
  • Configuration of new systems
  • Minimum number of site visits per annum to maintain knowledge of local laboratory practice and requirements

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