Unum
Apprentice Operations Support Analyst
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The Role
Purpose
This is an entry-level apprenticeship role within the Modern Workplace team, designed for someone beginning their career in IT. The apprentice will learn how to support colleagues with everyday IT technology needs, while developing practical technical skills, customer service confidence, and an understanding of workplace IT services.
The role does not require previous IT experience.
Responsibilities
The apprentice will work under close guidance from experienced team members, following agreed processes and gradually building knowledge across devices, Microsoft 365, meeting room technology, ticket handling, and user support. The focus is on learning, asking questions, developing good working habits, and providing friendly, reliable support.
As part of the Modern Workplace team, you’ll:
- Learn to Handle Support Requests: Review incidents and service requests in ServiceNow, gather information, and carry out simple troubleshooting with guidance.
- Help Colleagues with Everyday Technology: Provide friendly first-line support in person and remotely, escalating anything complex to experienced team members.
- Get Hands-On with Devices: Help prepare laptops, check equipment, update asset records, and support basic device setup.
- Build Microsoft 365 Knowledge: Support common queries involving Outlook, Teams, and basic collaboration tools.
- Support Meeting Room Technology: Observe and assist with Microsoft Teams Rooms and basic presentation equipment.
- Use Remote Support Tools: Help colleagues with straightforward technology issues using approved tools under guidance.
- Keep Clear Records: Record what was reported, the action taken, and when an issue was escalated.
- Create Helpful Guidance: Help maintain simple knowledge articles and user guidance as your learning develops.
- Support Colleagues On Site: Welcome colleagues at Tech Bars, deskside support areas, and office locations, helping to log or resolve straightforward queries.
- Learn Safely and Professionally: Follow team procedures, information security requirements, data protection guidance, and company policies.
- Develop Through Your Apprenticeship: Take part in learning, coaching sessions, team meetings, and development activities.
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Skills You’ll Develop
- Incident & Request Handling: Learn how to review, update, and progress ServiceNow tickets.
- First-Line Troubleshooting: Build confidence in investigating straightforward technology issues and knowing when to escalate.
- Device Support: Develop practical knowledge of laptops, mobile devices, printers, and basic workplace hardware.
- Microsoft 365 Support: Help colleagues with Outlook, Teams, and everyday collaboration tools.
- Meeting Room Technology: Gain experience supporting Microsoft Teams Rooms and presentation equipment.
- Asset & Setup Activities: Learn how devices are prepared, recorded, and issued accurately.
- Knowledge & Communication: Write clear ticket updates, guidance notes, and simple knowledge articles.
- Customer Service: Develop a patient, helpful, and professional approach to supporting colleagues.
The Behaviours We Value
We’re looking for someone who is ready to learn and brings a positive mindset to their first role in IT:
- Technically Curious: You are interested in how technology works and willing to ask questions.
- Great Communicator: You listen carefully and explain information clearly.
- Customer-Focused: You are friendly, patient, and committed to helping colleagues.
- Careful & Organised: You follow instructions, record information accurately, and complete tasks reliably.
- Confident to Ask for Help: You seek guidance and escalate when you are unsure.
- Team-Oriented: You work well with others, share learning, and contribute positively.
- Policy-Compliant: Follow company policies, information security requirements, and data protection guidance in all activities.
- Professional & Positive: Demonstrate curiosity, reliability, professionalism, and a positive attitude while building confidence in the role.
- Committed to Learning: Take responsibility for apprenticeship learning, coaching, and development activities with appropriate support.
Requirements
This is an entry-level opportunity, and previous IT employment is not required. This role is designed for someone starting their first career in IT. Success will come from curiosity, reliability, a willingness to learn, and a genuine interest in helping colleagues use workplace technology confidently. We’re looking for motivated individuals who are ready to take the next step in their tech journey. To join this apprenticeship, you’ll need:
- Maths & English at Level 2: A solid foundation in core subjects to support your learning and communication.
- Currently Studying (and about to complete) A Relevant Level 3 Qualification: This could be a T Level, A Level, BTEC, NVQ/SVQ Level 3, or a Level 3 Apprenticeship—ideally in an IT or technology-related subject.
- Be available for full-time work from December 2026 when our apprentice roles start.
- Have lived in the UK or European Economic Area (EEA) for at least 3 years by the start of the apprenticeship in December 2026.
- Be eligible to work full-time in the UK for the entire duration of the apprenticeship.
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About Us
We’re a specialist employee benefits provider, striving to create healthy, happy workplaces. As part of the international Unum Group, we’re on a collective mission to help the working world thrive.
Qualification & Training Provider
The Operations Support Level 4 apprenticeship is a hands-on and inspiring programme which will provide you with the knowledge and foundation to grow your career in technology.
- Duration of apprenticeship: 24 Months (plus end point assessment)
- Training Provider: West Thames College
Why Join Us?
At Unum, we’ve created a workplace where people feel supported to progress and grow, and can see their ambitions coming to life. As a part of our commitment to creating an inclusive workplace, we actively encourage applications from those with disabilities and those with long-term health conditions. If you meet the essential criteria for the role and choose to opt in to the scheme during your application, you will be offered an interview under the Disability Confident Scheme.
If you need assistance and/or reasonable accommodation due to a disability during the application or recruiting process, please send a request to careers@unum.co.uk. We are proud to be a Disability Confident Employer.
Company
Unum UK
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