ICT Service Desk Analyst Apprentice

Are you looking to build a long-term career in ICT? Then look no further! Start your career today with a level 3 ICT apprenticeship with Castle Trust Bank and Kaplan. You will be gaining valuable workplace experience whilst working towards the qualification.

In this role, you will bring some foundational technical knowledge, a strong customer service mindset, and a genuine willingness to learn. You will work closely with experienced colleagues in a fast-paced Service Desk environment, developing your skills and confidence over time while helping to meet key service levels and deliver a professional, friendly, and customer-focused support experience.
As a member of the Service Desk team, you will be in a highly visible and customer-facing role engaging with colleagues at all levels. The team provide a high success rate of first-time fixes, so you will need to have an analytical mind and a broad knowledge base. As well as supporting and maintaining the environment, you will have plenty of opportunity for delivering service improvements and become an integral part of wider projects.

Key Responsibilities:

• Supporting all end-user hardware and software, from Windows 11 laptops and peripherals to corporate tablets, mobile phones, and both off-the-shelf and bespoke applications.
• Perform general administrative duties, including user account creation, moves and changes across all relevant IT systems
• Build, manage and maintain user laptops and hardware.
• Track incidents and requests to conclusion in line with SLAs and quality standards.
• Be able to work independently and cross-collaboratively in a fast-paced environment where technology and customer requirements change regularly.
• Demonstrate a technical aptitude for providing extraordinary customer service, be able to influence while problem-solving and build strong relationships with your peers.
• Possess a passion for continuous learning, strong problem-solving skills, critical thinking, and good judgment.
• Work with other key areas of the business to support cross-training/up-skilling as required.
• Perform routine checks on various systems as required.
• Ability to create and maintain clear, detailed, concise documentation.
• Upon completion of training, take part in the IT on-call rota, ensuring continuous 24/7/365 support.
• Occasional travel to our London office may be required.

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Problem solving skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Initiative

• Basic Maths GCSE or equivalent, grade 9/A* - 4/C (Essential)
• Standard English GCSE or equivalent, grade 9/A* - 4/C (Essential)