Service Desk Analyst - Apprentice

Are you passionate about technology and eager to start a career in IT? We are looking for an enthusiastic and motivated Service Desk Analyst Apprentice to join our growing IT team.

This is an excellent opportunity to gain hands-on experience supporting users, troubleshooting technical issues, and learning from experienced IT professionals while working towards a recognised apprenticeship qualification.

The Role

As a Service Desk Analyst Apprentice, you will be the first point of contact for colleagues requiring IT support. You will assist with resolving technical issues, logging incidents, and ensuring users receive excellent customer service.

You will receive structured training and mentoring to develop your technical knowledge and professional skills.

Key Responsibilities

• Provide first-line technical support to users via phone, email, and ticketing systems.
• Log, track, and update incidents and service requests.
• Troubleshoot hardware, software, network, and user access issues.
• Escalate complex issues to senior IT team members where necessary.
• Set up and configure laptops, desktops, mobile devices, and user accounts.
• Support Microsoft 365 applications and business systems.
• Maintain accurate documentation and knowledge base articles.
• Follow IT service management processes and security standards.
• Deliver excellent customer service and maintain professional communication at all times.

What We're Looking For

Essential Skills & Attributes

• A genuine interest in technology and IT.
• Strong problem-solving abilities and attention to detail.
• Excellent communication and customer service skills.
• Ability to work effectively as part of a team.
• Enthusiastic, eager to learn, and self-motivated.
• Basic understanding of computer hardware, software, and Microsoft applications.

Qualifications

• GCSEs (or equivalent) in Maths and English at Grade 4/C or above.
• Any IT-related qualification or study would be advantageous but is not essential.

What You'll Gain

• A recognised IT apprenticeship qualification.
• Hands-on experience in a professional IT environment.
• Support and mentoring from experienced IT professionals.
• Exposure to modern technologies and business systems.
• Excellent career progression opportunities within IT Support, Infrastructure, Cyber Security, Cloud Technologies, or Networking.

Recruitment Process

1. Video Interview
2. 30-minute Microsoft Teams interview with the Hiring Manager
3. Online Thrive Assessment
4. Final stage interview