Service Desk Analyst Apprentice Concert Networks

Estio Training has an exciting new opportunity for a Service Desk Analyst Apprentice based in Knutsford, Cheshire.

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Closing date: 20 Oct 2017

Apprenticeship summary

  • Annual wage


  • Working week

    Monday - Friday

    Total hours per week: 37.50

  • Apprenticeship duration

    12 months

  • Possible start date

    03 Nov 2017

  • Date posted

    16 May 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number


  • Positions

    1 available

We're looking for someone talented to join a fast-growing technology business in September 2017. You will have the responsibility of providing first line technical support to clients with cloud telephony, internet connectivity and wholesale line rental services.

Some of your duties and responsibilities will include:

Reporting to the Service Desk Manager, the role is to provide technical support and outstanding customer service in line with the business strategy and Concert’s mission, vision and values. 
We’ll be depending on you to 

  • Log and take ownership of service desk tickets, providing an outstanding level of customer service.
  • Think creatively when solving problems.
  • Be independent and show willingness to learn new skills.

Key Accountabilities

  • In a fast-growing company, there are always lots of balls to juggle so we will teach you how to prioritise your workload, manage multiple tasks and execute at pace.
  • We’re a small company so being efficient is key to ensuring that we achieve a lot and therefore we’ll train you in the use and exploitation of portals and CRM systems to support our clients.
  • Accuracy is vital so you will be tasked with ensuring that tickets under your ownership are logged and updated correctly and regularly to reflect ongoing developments.
  • You’ll need to have a proactive and independent attitude to enable you to deal with whatever situation arises
  • We need our suppliers to represent us in the right way so we’ll coach you on how to raise tickets with them where appropriate and manage them to a successful outcome
  • We can’t stand still and must always be improving so if you are someone who wants to grow and develop with us you will fit in just fine.

Requirements and prospects

Desired skills

  • Able to demonstrate logical thinking
  • Ability to solve problems
  • Ability to use initiative when working alone, within given instructions
  • Ability to prioritise and work to strict deadlines
  • Excellent organisational skills
  • An understanding of client confidentiality issues and the use of discretion


Personal qualities

  • Smart appearance and good communication skills are essential as the job will involve visiting customers’ premises
  • Willingness to learn and develop
  • Ability to work on own initiative
  • Pro-active
  • Ability to work as part of a team

Qualifications required

5 GCSEs at grades A*- C or equivalent (including English Language and Maths)

Future prospects

The role offers long term security and the opportunity to progress into a permanent position.

Things to consider

The current National Minimum Wage for an apprentice is £3.50 an hour. This rate applies to apprentices under 19 and those aged 19 or over who are in their first year. Apprentices must be paid at least the minimum wage rate for their age if they are aged 19 or over and have completed their first year. The minimum wage rates are £5.60 an hour for 18-20 year olds and £7.05 for anyone aged 21 and over. Apprentices are paid for their normal working hours and training that’s part of their apprenticeship (usually one day per week).

About the employer

Concert deliver Cloud Telephony and connectivity systems which make a difference. We don’t just say that. We do it. Our Cloud Telephony systems help firms to communicate better with clients. This leads to improved client service, better internal management and faster growth. We know you want measurable benefits, which is why we provide them. Better management information from online dashboards, enhanced security and disaster recovery also help firms to solve whatever communication problems they may currently be experiencing.


Concert Networks


5 Tabley Court

Moss Lane

Over Tabley


WA16 0PL

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Training provider

The Estio Training IT Apprenticeship programme gives young people the opportunity to get hands on experience in the IT industry whilst still employed in a real paid job with no cost or debt.


Learners will receive intensive training. Whilst in the workplace, apprentices will also receive continual assessment, and help and guidance from a dedicated trainer who will be there to ensure that they get the most from their work experience. 

Training will lead to industry-recognised qualifications including: 

  • Level 3 Infrastructure Technician Standard 
  • Functional skills, Maths L2, English L2 and ICT L2 
  • PLTS and ERR 
  • CompTIA A+ 

Estio training also offer the following optional units: 

  • MCTS on Windows 7 
  • MCTS on MCSA, MS Solutions Associate 
  • MCITP on Windows Server 2008 
  • CompTIA Network+ 
  • CompTIA Security+ 
  • MCSA Windows Server 2012

Apprenticeship standard

Digital Industries > Infrastructure Technician

Training provider

Estio Training

Applications for this apprenticeship are being processed by Estio Technology Recruitment Ltd


Alex Christodoulou 01133500333

Before you apply

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Closing date: 20 Oct 2017