Service Desk Analyst Apprentice (Claranet)
The Service Desk Apprentice will support end users of Claranet’s Managed Workplace service by providing remote technical assistance across managed hardware, software, Microsoft 365, and endpoint services.
Role
Working as part of the Service Desk team, the apprentice will play a key role in troubleshooting, maintaining, and improving the digital workplace experience for our clients’ employees. This entry-level position is designed for someone eager to learn and develop core IT support skills in a fast-paced, customer-focused environment.
Role Mission:
Claranet’s mission is to deliver exceptional workplace technology experiences for our customers. As a Service Desk Apprentice you will ensure Claranet’s customers receive the highest levels of service from first contact to the request’s completion.
Objectives & Key Results:
- Ensure that the highest levels of service are delivered to Claranet’s customers
- Provide customer support; responding to Customer requests for support via a range of communication channels
- Take responsibility for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently
- Maintain high levels of end user satisfaction, as measured through feedback and survey results
Duties and Responsibilities
- Maintain accurate records of activity taken throughout the lifecycle of a ticket
- Providing remote technical support to customers
- Troubleshoot and resolve issues related to hardware (desktops, laptops, peripherals), managed endpoints, and Microsoft 365 applications
- User account, license and access management
- Support software installations, updates, and configuration tasks on client devices
- Document issues, solutions, and workarounds in knowledge base articles and user guides
- Escalate complex incidents and problems to senior engineers or specialist teams as required
- Contribute to a positive customer experience by communicating clearly, professionally, and empathetically with users
- Validate contact and ensure security process is adhered to.
Teams To Collaborate With:
- Customer Experience & Managed Service - Ensure we are consistently providing the best service to our customers, proactively monitoring their needs, and integrating their feedback into our future portfolio and propositions
Training
- BPP apprenticeship training programmes are delivered virtually by our fully qualified and industry-experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace
- Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience
- There are lots of development areas from service desk for example IT support or technical solutions where you can develop in the business
- Apprenticeship Standard
- Digital support technician (level 3)
- Training Provider
- BPP PROFESSIONAL EDUCATION LIMITED
- Working Week
- Monday to Friday. Shifts to be confirmed.
- Expected Duration
- 1 Year 6 Months
- Positions Available
- 1
- Closing Date
- Friday, 20th March 2026
- Start Date
- Monday, 27th April 2026
Desired Skills
- Communication skills
- Understanding IT terminology
- Highly motivated
- Energetic team player
- Positive attitude
- Determined and driven
- Can-do attitude
- Written communication skills
- Self-motivated
- Able to work under pressure
- Customer focused
Qualifications
- 5 GCSEs including Maths and English GCSE, grade A*-C/9-4 or equivalent (Essential)
About the Employer
CLARANET LIMITED
Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries. At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business. We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services. In the UK we have around 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.