Service Desk Apprentice (Positive Solutions Ltd)
The Service Desk Analyst Apprentice will support the IT team in providing first line IT support and excellent customer service to staff across the organisation.
Role
This is a learning role designed to develop technical knowledge, problem-solving skills, and an understanding of professional service delivery standards. Under supervision, the apprentice will help resolve incidents, assist with service requests, and escalate issues when required, while gaining experience in IT service management, information security (ISO 27001), and quality management (ISO 9001).
Key Responsibilities
Incident and Request Management
- Act as the first point of contact for staff requiring IT support (with guidance and supervision)
- Log, categorise, and prioritise incidents and requests in the service management system
- Learn how to diagnose and resolve common IT issues within agreed timescales
- Escalate more complex issues to second-line support following established processes
Customer Service
- Provide polite, helpful, and professional support to all users
- Keep staff informed of the progress of their requests
- Learn to explain technical issues in simple, clear terms for nontechnical users
ISO 27001 Responsibilities
- Follow company information security policies and procedures
- Handle data and information responsibly, maintaining confidentiality and security
- Report any suspected security risks or incidents to the appropriate team member
ISO 9001 (Quality Management) Responsibilities
- Work in line with company quality standards and processes
- Ensure accurate logging and documentation of tickets
- Suggest improvements to processes as knowledge and confidence grow
Documentation and Knowledge Sharing
- Help maintain up-to-date documentation of incidents and solutions
- Contribute to the service desk knowledge base by recording solutions under supervision
Team Collaboration
- Work closely with colleagues to share learning and support team goals
- Take part in team meetings and training sessions to develop skills and knowledge
Other Duties
- Carry out other tasks as requested by the Service Desk Supervisor
Key Metrics for Success
- Demonstrating learning and progression throughout the apprenticeship
- Providing positive customer service experiences
- Accurate and timely logging of tickets
- Contribution to team activities and continuous improvement
Training
Estio 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.
Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:
- Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
- Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
- Prioritise systems support tasks and monitor and maintaining system performance.
- Maintain regulatory, legal and professional standards.
- Support the information systems needs for your business.
Service Desk Analyst role would be the next role after an apprenticeship. Then from this role 2nd Line, Platform Support etc if vacancies were available and the candidate wanted this progression.
We also have a development team, etc so there are routes, if available, other than IT within the business.
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- ESTIO TRAINING LIMITED
- Working Week
- Monday to Friday 08:30 to 17:00
- Expected Duration
- 1 Year 6 Months
- Positions Available
- 1
- Closing Date
- Tuesday, 15th September 2026
- Start Date
- Monday, 28th September 2026
Desired Skills
- Communication skills
- Attention to detail
- Problem solving skills
- Basic IT troubleshooting
- Customer service skills
- Can do attitude
- Punctual
- Approachable
- Keen to learn
- Want to ask questions
Qualifications
- GCSEs including English and Maths GCSE, grade A*-C/9-4 or equivalent (Essential)