IT Service Desk Analyst Apprentice

Service desk support: Act as a first point of contact for IT support via phone and self‑service portal. Log, categorise, prioritise, and update incidents and service requests within the ITSM tool Resolve common IT issues at first contact, following documented procedures. Escalate complex or unresolved issues in line with defined escalation paths.

Ensure users are kept informed of progress in a professional and timely manner Learning and apprenticeship commitment: Participate fully in the apprenticeship programme. Complete required learning activities, assessments, and reviews. Apply learning directly to day‑to‑day service desk activities.

Use feedback constructively to improve performance and capability Process, security and documentation: Follow approved standard operating procedures, runbooks, and working practices Maintain accurate and complete ticket records. Contribute to knowledge articles as skills and confidence develop. Comply with information security, confidentiality, and data protection

Requirements

Team and professional behaviours: Work collaboratively with colleagues across the service desk and IT teams. Demonstrate professionalism, reliability, and a customer‑focused mindset. Show willingness to ask questions and seek support when required