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.
Role
- Service desk support: 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
- Learning & apprenticeship commitment: 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
- Process, security & documentation: 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
- Team & professional behaviours: 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
Training
Why choose our Azure Cloud Support Specialist apprenticeship?
The new Microsoft Azure Cloud Support Specialist Level 3 programme has been designed in partnership with Microsoft to build Azure cloud capabilities in your organisation.
This new Microsoft apprenticeship is part of QA's drive to support Microsoft’s Get On 2021 campaign, a five-year initiative to help 1.5 million people build careers in technology and help 300,000 connect to tech job opportunities.
QA’s Azure Cloud Support Specialist Level 3 apprenticeship programme enables the apprentice to:
- Learn on-premises and cloud-enabled technologies and services
- Learn technical content that aligns to and is relevant to employers and the market
- Gain an Azure Fundamentals Qualification and a Microsoft 365 fundamentals qualification
- Get an introduction to Windows, Linux and PowerShell
Tools and technologies learned: Learners will learn to use Microsoft Azure, Microsoft 365, Windows 10, AWS, Linux, PowerShell.
On successful completion of the apprenticeship, the individual may progress into an IT Service Desk Analyst role, subject to performance and business need.
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- QA LIMITED
- Working Week
- 9am to 5pm, Monday to Friday with an hour’s unpaid lunch break
- Expected Duration
- 1 Year 5 Months
- Positions Available
- 1
- Closing Date
- Tuesday, 21st July 2026
- Start Date
- Tuesday, 28th July 2026
Desired Skills
- Communication skills
- IT skills
- Organisation skills
- Customer care skills
- Problem solving skills
Qualifications
- 3 of any subject GCSE, grade 4+ (A* - C) (Essential)
- Maths & English GCSE, grade 3+ (D or above) (Essential)