Apprentice 1st Line IT Support Analysts
UK Connect seeks an apprentice 1st Line IT Support Analyst for all technical customer support, to help enhance our growth within the Construction Sector and other targeted industries. You will be pivotal in the monitoring of incoming incidents via the ITSM system, phone, email, and live chat software.
Role
As an ambitious and dynamic individual, you possess a passion and drive to work within a NOC environment. You have an ability to engage stakeholders at all levels and understand how the Service Desk function contributes to the overall customer experience. You have a passion for all things IT and a dedication toward world-class customer service.
Key Responsibilities
- Ticket Investigation: Ensure sufficient information has been provided to support the effective resolution of tickets
- Achievement of SLA's: Respond within agreed service levels
- Customer Communication: Provide appropriate customer updates, in line with customer expectations and ticket QA procedure
- Ticket Processing: Where level of ability is reached, tickets are escalated to continue investigation and remediation
- Ticket Automation: Automated tickets are created at regular intervals and are completed as per the instructions provided.
Benefits
- 25 days annual leave as standard, with options to increase to 35 days annual leave every year
- Unique benefits points scheme giving access to lucrative offerings (cash vouchers, Merlin passes, National Trust passes, and more)
- Opportunity to work in a company recognised for its efforts to become the best workplace (Great Place to Work)
- Work within a company whose Executive Chairman has been recognised as 'One to Watch' in The LDC Top 50 Most Ambitious Business Leaders Programm
- Modern and progressive office space
- Free parking
- Café, gym and restaurant on-site
- Opportunity to work with a dynamic and innovative team
- Chance to make a significant impact on the growth of a successful company
- Enhanced maternity/paternity leave
- Death in Service (4x salary)
Training
Information Communications Technician (Support Technician) Apprenticeship L3.
If ICT Level 3 apprenticeship is completed successfully, we would look to immediately offer the Network Engineer level 4 apprenticeship as a continuation of learning. Progresssion pathway: 1st Line Analyst to 2nd Line Analyst 2nd Line Analyst to 3rd Line Analyst 3rd Line Analyst to Associate Network Engineer.
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- LIFETIME TRAINING GROUP LIMITED
- Working Week
- 9 hours per day with 1 hour unpaid lunch (08:00-17:00, or 08:30 - 17:30, or 09:00 - 18:00).
- Expected Duration
- 1 Year 4 Months
- Positions Available
- 2
- Closing Date
- Tuesday, 20th October 2026
- Start Date
- Monday, 26th October 2026
Desired Skills
- Team Working
- Organisation Skills
Qualifications
- None required null, grade None required (Desired)