NHS Fife

Find out how we supported NHS Fife's productivity through IT apprenticeships.

The Challenge

An overloaded service desk

NHS Fife needed to:

  • Increase the capacity of the IT department’s four-man first-line service desk team.
  • Improve the service desk’s first-time fix rate to reduce pressure on its second-line desktop engineer team.
  • Enhance the quality of IT support delivered to users.

It had got to the point where the desktop engineer team’s productivity was being impacted by the volume of calls. The solution was clear – we needed more people.

Douglas Gray

Service Desk Team Leader | NHS Fife

The Solution

Recruitment of two new service desk analyst apprentices

NHS Fife already used QA’s IT training and were impressed with the quality of their courses, so it was an obvious next step to discuss the possibility of taking on QA apprentices.

To ensure that they had the necessary technical expertise, QA Apprenticeships delivered training courses in a variety of subjects, including interconnecting Cisco networking devices and configuring Windows 7 and 8, to complement their on-the-job training.

eHealth has sometimes struggled to identify suitably qualified people for entry-level IT positions. Apprenticeships promised to help us identify talented and enthusiastic young people who could come in and immediately make a real difference in our teams as they embarked on their careers.

Allan Young

eHealth ICT Manager | NHS Fife

The Outcome

Due to gaining two new members, the team is now able to carry out a greater number of simple fixes itself, such as installing software remotely or investigating straightforward issues through remote access to a user’s PC. As a result, the service desk’s first-time fix rate has begun to improve, and pressure has eased on the second-line engineers, allowing them to focus on issues that really need their attention.

  • IT service desk team expanded by 50% with both apprentices gaining full-time positions after one year.
  • First-time fix rate improving, helping to reduce the volume of calls escalated to the second-line desktop team.
  • Service delivery across the team improved through validation and adoption of new working practices.

I think a lot of people go to college or university because they want a better job and it’s the only route they know. But it just wasn’t the right choice for me. Through QA’s apprenticeship I’ve become more confident, learnt loads about myself and started a career with a real future.

Blair Ireland

Service Desk Analyst Apprentice | NHS Fife

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Our customer

NHS Fife is one of 14 NHS Boards in Scotland, providing healthcare to a population of over 360,000 and employing almost 10,000 staff.


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