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 AI & Digital Support?
This programme brings together AI, Microsoft Copilot and broader digital skills to provide support and advice to users across a wide range of business software and Generative AI applications, enhancing digital transformation and increasing AI literacy across your organisation.
- Accelerate AI adoption
- Streamline productivity
- Champion innovation
The AI & Digital Support programme integrates live and online workshops with self-paced learning, employing a guided discovery approach for individual learner contexts.
Learners are assigned a Digital Learning Consultant (DLC) for personalised coaching and support. These specialists ensure their successful progress, wellbeing, and readiness for assessments.
Apprentices will learn to use a variety of tools and technologies, including:
- Microsoft 365
- Microsoft Copilot
- SaaS (Software as a Service) applications.
- 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
- Data technician (level 3)
- Training Provider
- QA LIMITED
- Working Week
- Monday - Friday, 9.00am - 5.00pm, 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)