Apprentice IT Service Desk Analyst
As an IT Service Desk Analyst Apprentice, you'll be the first point of contact for service users and customers seeking support, information, or access to IT services. You’ll provide first-line technical support across multiple channels - including phone, email, digital platforms, and self-service tools.
Role
- Act as the first point of contact for all incoming IT support requests via phone and email
- Log, track, and manage tickets using our service management platform
- Ensure timely resolution of issues in line with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Monitor business-critical systems and automated processes, taking proactive action when needed
- Set up, image, and support laptops, desktops, mobile devices, and other IT equipment
- Provide technical support for core systems including Office 365 and Active Directory
- Liaise with third-party suppliers to escalate and monitor support calls
- Collaborate with IT Projects, Development, and Business Change teams
- Deliver first-time fixes for common incidents and service requests
- Process hardware/software orders and raise Purchase Orders
- Attend weekly online seminars, working towards a Level 3 ICT Apprenticeship
Training
Information Communications Technician Level 3.
Attend weekly online seminars, working towards a Level 3 ICT Apprenticeship.
You will also be studying towards a Level 3 ICT Apprenticeship, equipping you with the tools launch your career in IT support - whether you're starting from scratch or already have some experience. Throughout your apprenticeship, you'll develop skills in monitoring, maintaining and optimising systems. You'll also learn the fundamentals of cybersecurity, backup, and data protection, and build knowledge in networking, cloud services, and disaster recovery. Your problem-solving abilities will be sharpened through root cause analysis, testing, and automation.
This is an in-office position based at York Biotech Campus.
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- APPRENTIFY LIMITED
- Working Week
- Monday to Friday. 37.5 hours per week. Working hours TBC.
- Expected Duration
- 1 Year 1 Month
- Positions Available
- 2
- Closing Date
- Tuesday, 7th October 2025
- Start Date
- Monday, 1st December 2025
Desired Skills
- Communication skills
- IT skills
- Attention to detail
- Customer care skills
- Problem solving skills
- Team working
Qualifications
- No specific subject A Level, grade C or above (Essential)
About the Employer
FERA SCIENCE LIMITED
Fera Science's origins in delivering world-class science began over 100 years ago as the Institute for Plant Pathology services. True to our heritage we are proud that our continued successes helps to address some of today’s biggest challenges, including coping with the impact of global population growth and the need to make efficient sustainable use of natural resources. Our innovations form the basis for sustainable and profitable business activity and are key to achieving leadership positions in all of our markets.
- Company
- FERA SCIENCE LIMITED
- Location
- York Biotech Campus, Sand Hutton, York, England
- Employment Type
- Advanced Apprenticeship
- Salary
- £24,570 a year
- Posted
- Company
- FERA SCIENCE LIMITED
- Location
- York Biotech Campus, Sand Hutton, York, England
- Employment Type
- Advanced Apprenticeship
- Salary
- £24,570 a year
- Posted