The Delta Group
IT Support Analyst Apprentice
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About The Delta Group
We are Europe’s leading visual communications specialist delivering dynamic multichannel marketing services to brands and retailers across the globe. Our model combines insight, creative, production, execution and optimisation to provide clients with a broad range of effective and impactful point-of-purchase visual communications.
We are invested in understanding the complex and dynamic challenges facing brands and retailers and our services are specifically designed to navigate this complexity and boost competitiveness across multiple markets and languages.
We’re owner-managed and independent, leading small teams of influential thinkers, meaning that we have the agility of a small business but the resources of a large one. Our belief is that in a changing industry, we must be a company that can change with it.
Role Overview
The IT Support Analyst Apprentice is an entry-level, first-line support role focused on delivering excellent customer service and being the welcoming, helpful face of IT for The Delta Group. This role is ideal for someone starting their IT career who is enthusiastic, approachable, eager to learn, and ready to help colleagues with day-to-day technology issues.
Reporting to the Senior Support Analyst, with a dotted-line into and day-to-day guidance from the IT Systems & Support Engineer, the role will provide basic first-line support, log and triage tickets, help users with common IT requests, and escalate issues to the IT Systems & Support Engineer where further technical knowledge is required. The successful person will be the first to step forward when someone needs help, whether that is at the desk, over the phone, through the service desk, or when a colleague walks into the room.
Key Responsibilities
First-Line IT Support & Customer Service
- Be the first point of contact for colleagues needing IT help, providing a friendly, helpful, and professional service
- Welcome users who visit the IT area and take ownership of understanding what they need
- Log, update, and manage basic incidents and service requests through the service desk system
- Provide basic first-line support for common issues such as passwords, access, printers, laptops, mobile devices, and Microsoft 365
- Escalate issues promptly to the IT Systems & Support Engineer when further technical support is required
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User Support, Equipment & Day-to-Day Tasks
- Support basic setup of laptops, desktops, mobile phones, headsets, monitors, and other IT equipment
- Assist with new starter setups, leaver checks, desk moves, and equipment handovers under guidance from the IT team
- Help users connect to Wi-Fi, printers, meeting room equipment, and standard business applications
- Carry out simple checks and routine support tasks to keep equipment organised, labelled, asset-recorded, and ready for use
- Keep users informed, reassure them where needed, and make sure they know what will happen next
Service Desk, Communication & Escalation
- Record clear notes on tickets so the IT team can understand the issue and what action has already been taken
- Prioritise requests appropriately and ask for help when unsure
- Communicate clearly and politely with users, avoiding jargon wherever possible
- Follow up with users to confirm issues are resolved or to provide updates on progress
- Learn when to resolve, when to ask questions, and when to escalate first to the IT Systems & Support Engineer
Learning, Development & Good IT Practice
- Complete apprenticeship learning, training tasks, and development activities alongside the day-to-day role
- Learn the basics of Microsoft 365, Windows, device management, networking, printing, and IT security
- Follow IT processes, security guidance, and company policies when supporting users
- Ask questions, take notes, and build confidence by learning from the wider IT team
- Develop strong habits around communication, documentation, accuracy, and customer care
Documentation & Administration
- Keep basic records accurate, including ticket updates, asset management records, equipment allocations, equipment loans, and user requests
- Help maintain simple how-to guides, checklists, and notes for common support tasks
- Support the IT team with routine administration and follow-up tasks
- Make sure work is documented clearly so colleagues can pick up or understand the next step
Team Support & Positive Attitude
- Support the IT team with small tasks, equipment checks, meeting room checks, and general day-to-day activity
- Be proactive in offering help rather than waiting to be asked
- Show energy, curiosity, and a willingness to get involved
- Take pride in giving colleagues a good experience of IT support
- Represent the IT team positively by being visible, approachable, and ready to help
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Skills, Knowledge and Experience
Essential
- A genuine interest in IT and a desire to build a career in technology
- Strong customer service mindset and confidence speaking with people face to face, by phone, and through written updates
- Friendly, approachable, and willing to be the first person to help when someone needs support
- Basic understanding of computers, mobile devices, Microsoft Office, and common workplace technology
- Good attention to detail and willingness to follow processes carefully
- Positive attitude, reliability, and willingness to learn from others
Desirable
- Previous experience in customer service, retail, hospitality, helpdesk, or another people-focused role
- Basic experience helping family, friends, school, college, or work colleagues with IT issues
- Interest in Microsoft 365, Windows, Apple devices, networking, cyber security, or technical support
- Working towards, or interested in completing, an IT apprenticeship or related qualification
Personal Attributes
- Warm, polite, and confident when speaking to colleagues at all levels
- Naturally helpful and quick to offer support when someone needs assistance
- Curious, enthusiastic, and keen to learn how things work
- Patient with users who may be frustrated, busy, or unsure how to explain the issue
- Organised, reliable, and able to follow instructions carefully
- Positive, visible, and proud to represent the IT team in a professional way
Key Interfaces
- Senior Support Analyst
- IT Systems & Support Engineer
- IT Support, Infrastructure, and Security Teams
- Colleagues across office, production, warehouse, and site teams
- HR and managers involved in starters, movers, and leavers
- Training provider, apprenticeship coach, or external learning support where applicable
Our Commitment to Diversity, Equality and Inclusion
The Delta Group is an equal opportunities employer and welcome all applications from suitably qualified candidates regardless of disability, race, gender, age, religion/belief, sexual orientation or any other characteristic protected by law.
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