Operations Support Analyst Apprenticeship

Apprenticeship role within the Modern Workplace team, designed for someone beginning their career in IT. The apprentice will learn how to support colleagues with everyday IT technology needs developing practical technical skills, customer service confidence & an understanding of workplace IT services. No previous IT experience required.

• Learn how to respond to IT incidents and service requests in Service Now by reviewing tickets, gathering information and carrying out simple troubleshooting with support.
• Provide friendly first-line assistance to colleagues in person and remotely, escalating anything complex to experienced team members.
• Assist with routine tasks such as preparing laptops, checking equipment, updating asset records and helping with basic device setup.
• Follow clear team procedures to complete simple operational activities safely and consistently.
• Support users with common Microsoft 365 queries, including Outlook, Teams and basic collaboration tools.
• Observe and assist with meeting room technology, Microsoft Teams Rooms and basic presentation equipment support.
• Use approved remote support tools under guidance to help colleagues with simple technology issues.
• Keep clear notes in tickets, including what was reported, what action was taken and when support was escalated.
• Help maintain simple knowledge articles and guidance notes as learning develops.
• Support the team at Tech Bars, deskside support areas or office locations by welcoming colleagues and helping to log or resolve straightforward queries.
• Follow company policies, information security requirements and data protection guidance in all activities.
• Take part in apprenticeship learning, coaching sessions, team meetings and development activities.
• Demonstrate curiosity, reliability, professionalism and a positive attitude while building confidence in the role.

• Communication skills
• Attention to detail
• Organisation skills
• Customer care skills
• Team working
• Initiative

• Maths and English GCSE, grade 4 plus (Desired)