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IT Service Desk Analyst Apprentice
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IT Service Desk Analyst Apprentice
This role is designed to develop the technical, professional, and service management capabilities of an individual delivering supervised first‑line IT support.
Requirements
- Participate fully in the apprenticeship programme
- Complete required learning activities, assessments, and reviews
- Apply learning directly to day‑to‑day service desk activities
- Use feedback constructively to improve performance and capability
- Follow approved standard operating procedures, runbooks, and working practices
- Maintain accurate and complete ticket records
- Contribute to knowledge articles as skills and confidence develop
- Comply with information security, confidentiality, and data protection requirements
- Work collaboratively with colleagues across the service desk and IT teams
- Demonstrate professionalism, reliability, and a customer‑focused mindset
- Show willingness to ask questions and seek support when required
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Responsibilities
- Act as a first point of contact for IT support via phone and self‑service portal
- Log, categorise, prioritise, and update incidents and service requests within the ITSM tool
- Resolve common IT issues at first contact, following documented procedures
- Escalate complex or unresolved issues in line with defined escalation paths
- Ensure users are kept informed of progress in a professional and timely manner
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About the Company
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
On successful completion of the apprenticeship, the individual may progress into an IT Service Desk Analyst role, subject to performance and business need.
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