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Apprentice 1st Line IT Support Analyst
UK CONNECT LIMITED
Cody Technology Park, Ively Road (GU14 0LX)
Closes in 18 days (Monday 19 October 2026)
Posted on 30 September 2026
Wage
£20,800 a year
Hours
9 hours per day with 1 hour unpaid lunch (08:00-17:00, or 08:30 - 17:30, or 09:00 - 18:00). 40 hours a week
Start date
Monday 26 October 2026
Duration
1 year 4 months
Positions available
2
Summary
UK Connect seeks an apprentice 1st Line IT Support Analyst for all technical customer support, to help enhance our growth within the Construction Sector and other targeted industries. You will be pivotal in the monitoring of incoming incidents via the ITSM system, phone, email, and live chat software.
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
As an ambitious and dynamic individual, you possess a passion and drive to work within a NOC environment. You have an ability to engage stakeholders at all levels and understand how the Service Desk function contributes to the overall customer experience. You have a passion for all things IT and a dedication toward world-class customer service.
Key Responsibilities
- Ticket Investigation: Ensure sufficient information has been provided to support the effective resolution of tickets
- Achievement of SLA's: Respond within agreed service levels
- Customer Communication: Provide appropriate customer updates, in line with customer expectations and ticket QA procedure
- Ticket Processing: Where level of ability is reached, tickets are escalated to continue investigation and remediation
- Ticket Automation: Automated tickets are created at regular intervals and are completed as per the instructions provided.
Benefits
- 25 days annual leave as standard, with options to increase to 35 days annual leave every year
- Unique benefits points scheme giving access to lucrative offerings (cash vouchers, Merlin passes, National Trust passes, and more)
- Opportunity to work in a company recognised for its efforts to become the best workplace (Great Place to Work)
- Work within a company whose Executive Chairman has been recognised as 'One to Watch' in The LDC Top 50 Most Ambitious Business Leaders Programm
- Modern and progressive office space
- Free parking
- Café, gym and restaurant on-site
- Opportunity to work with a dynamic and innovative team
- Chance to make a significant impact on the growth of a successful company
- Enhanced maternity/paternity leave
- Death in Service (4x salary)
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
LIFETIME TRAINING GROUP LIMITED
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Training course
Information communications technician (level 3)
What you'll learn
- Interpret and prioritise internal or external customer's requirements in line with organisation's policy
- Apply the appropriate tools and techniques to undertake fault finding and rectification apply Continuous Professional Development to support necessary business output and technical developments
- Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
- Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
- Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
- Manage and prioritise the allocated workload effectively making best use of time and resources
- Complete documentation relevant to the task and escalate where appropriate
- Install or undertake basic software upgrades, either physically or remotely
- Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
- Provide remote/F2F support to resolve customer requirements
- Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
- Identify and scope the best solution informed by the system data associated with the task
- Test and evaluate the system's performance and compliance with customer requirements. Escalate non routine problems in line with procedures
- Use basic scripting to execute the relevant tasks for example PowerShell, Linux
- Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
- Apply the necessary security, in line with access and/or encryption requirements
- Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
- Test and evaluate network environments
- Monitor performance and usage of a network
- Deploy applications on a network
- Set up storage and data access for staff
- Apply necessary security measures, in line with access requirements to a network
- Carry out routine maintenance across network systems, ensuring organisational compliance
- Monitor network-related workloads including DNS and firewalls
- Install or undertake basic upgrades, either physically or remotely
- Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
- Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
- Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
- Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
- Interpret and prioritise internal or external customer's requirements in line with organisation's policy
- Apply the appropriate tools and techniques to undertake fault finding and rectification apply Continuous Professional Development to support necessary business output and technical developments
- Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
- Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
- Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
- Manage and prioritise the allocated workload effectively making best use of time and resources
- Complete documentation relevant to the task and escalate where appropriate
- Install or undertake basic software upgrades, either physically or remotely
- Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
- Provide remote/F2F support to resolve customer requirements
- Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
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Requirements
Desirable qualifications
null in: None required (grade None required)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
Team Working Organisation Skills
About this employer
We deliver rapid, reliable connectivity and end‑to‑end digital transformation for businesses that can't afford to wait. Every solution is designed, deployed, verified, and continuously monitored by our in-house specialists for total peace of mind.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab). If ICT Level 3 apprenticeship is completed successfully, we would look to immediately offer the Network Engineer level 4 apprenticeship as a continuation of learning.
Progression pathway: 1st Line Analyst to 2nd Line Analyst
2nd Line Analyst to 3rd Line Analyst
3rd Line Analyst to Associate Network Engineer.
Ask a question
The contact for this apprenticeship is:
LIFETIME TRAINING GROUP LIMITED
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recruitment@lifetimetraining.co.uk
01173143025
The reference code for this apprenticeship is VAC2000054659.
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