Service Desk Analyst Apprentice

Solihull | Other

Job Title: Apprentice IT Service Desk Analyst

Location: Solihull

Working Week: Full-time, Monday - Friday
Salary: Between £17,000 per annum plus 25 days per annum
Apprenticeship Qualifications: L3 Information Communications Technician

Expected Apprenticeship Duration: 17 Months


Is this the right career for you?

As a Service Desk Analyst you will be working on a multi-client Service Desk, the Apprentice Service Desk Analyst performs a first line IT support and Incident management function within the Service Desk. This role is supporting our customers via the telephone, providing support to local government, public and commercial sector customers. The role requires a pro-active, well-organised, self-motivated, confident individual with a methodical approach to problem solving and excellent customer service skills. Ultimately an Apprentice Service Desk Analyst must be able to deliver a high level of IT support via the telephone to aid user retention and satisfaction, to achieve our business goals.



Day to day you'll be involved in:


  • Customer focused with a strong sense of quality and a desire for delivering service excellence
  •  Excellent organisation / time management skills and to be able to work under pressure
  • Confident manner whilst answering IT Support calls via the telephone
  • Demonstrates strong interpersonal and communication skills
  • Can oversee the execution of tasks assigned and works well with own/ client teams to remove any obstacles
  • Sets and meets customers (internal and external) expectations, promising only that which can be delivered
  • Understands the relationship between work processes and the business. · Answer all contacts within contractual SLA's and meet all other SLA and KPI targets
  •  Ensure communication delivered to users is accurate, appropriate and high-quality
  • Ensure that all incoming contacts are logged, diagnosed, and escalated to appropriate and consistent quality standards
  • Deliver to first level resolution targets and improve on first level resolution
  • Triage contacts to support teams and escalation areas as required
  • We are looking for someone who is committed to completing the "Full" 15 month apprenticeship


What you'll need to do the role:

  • 5 GCSE's, including English and Maths.
  • Strong telephone confidence & manner to respond to queries
  • Contribute as directed to Service Desk knowledge base
  • Manage own workload in an accurate and timely manner · Maintain a positive and accurate image of the Service Desk
  • Adhere to all other Serco policies, procedures, work instructions, local and contractual obligations
  •  Excellent customer service and communication skills
  • Capable of working in a pressurised environment
  • Logical thinker and problem solver
  • Passion for IT Support.


What's in it for you?


  • Onsite learning is paid and completely transferable
  • Pension scheme
  • 25 days annual leave
  • Health & Wellbeing Benefits
  • Opportunity to gain practical experience in a professional environment
  • Full training and support provided
  • A chance to work with a supportive and experienced team
  • A pathway to a potential career
  • Serco discounts which include cinema, online shopping discounts, leisure centre memberships, and much more




Preparing for your recruitment journey:

 If you are successful, you will be invited to a face-to-face interview. 


Our provider will require you to take a skill scan and undertake initial assessments if you are selected for the apprenticeship.










About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.



Please click on the apply button to be taken to our careers website


Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.


We see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates. We're a proud holder of the Silver Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background. 

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Contract Type
Expiry Date
30/11/2023 01:29:00
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