Service Desk – Support Analyst Apprenticeship Actual Experience Plc

Service Desk Support Analyst to provide support to the Service Desk Manager for dealing with customer incidents and diagnosing software application issues. The role would suit a candidate with excellent communication skills who has been used to providing user support and answering a wide range of queries relating to software applications.

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Closing date: 29 Sep 2017

Apprenticeship summary

  • Weekly wage


  • Working week

    Monday to Friday with longer term progression opportunity to join the out of hours shift team.

    Total hours per week: 37.50

  • Apprenticeship duration

    15 months

  • Possible start date

    07 Oct 2017

  • Date posted

    21 Jul 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number


  • Positions

    1 available

  • Provide a high level of customer service to our customers.
  • Learn our applications and services to provide technical support.
  • Operate our Service Desk portal for incident management and customer communications.
  • Work to predefined procedures and respond to customer within agreed SLAs.
  • Liaise with developers and other company members to highlight and resolve issues within the applications.
  • Assist team in maintaining a knowledge base detailing resolutions for common issues and requests.

Work a shift pattern that will include weekends and evening/night shifts for 24/7 coverage.

Requirements and prospects

Desired skills

  • Keen interest in Information Technology.
  • Proactive approach to customer service and self-motivated.
  • Good administrative skills.
  • Strong communication skills.
  • Good organisational skills.
  • Ability to work shift work and evening/night work.

Personal qualities


  • Previous experience within an IT helpdesk role or working to agreed SLAs.
  • Previous Application Support experience.
  • Good knowledge of Windows, Linux or Mac OS troubleshooting.
  • Knowledge of Networking protocols.
  • Open to development of personal IT skill set via training.

Qualifications required

  • A minimum of 5 GCSE’s C and above Including Maths and English (or equivalents).


Future prospects

• 4 days on, 4 days off working scheme. • Permanent role within an exciting technology services company. • Full training provided as well as continued development of employees’ IT skill set. • Employee benefits package, including gym membership.

Things to consider

Apprenticeship National Minimum Wage (ANMW): The National Minimum Wage for Apprentices is £3.50 per hour. This is the legal minimum pay per hour applying to 16-18-year-old apprentices and those aged 19 and over in the first year of their apprenticeship. For apprentices 19 or over who have completed their first year and are continuing their apprenticeship, the National Minimum wage appropriate to their age applies. It is highly important that you do not contact the Employers directly – any attempt of this may invalidate candidate’s application. Should you have any queries regarding your Application or the job itself, please contact your 3aaa Training Academy.

About the employer

We believe the continuous improvement of digital experience quality makes the world work better.


Actual Experience Plc


The Tramshed

Beehive Yard



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Training provider

Throughout the duration of your Apprenticeship (typically 15 months) you will be required to attend the 3aaa Technology Academy in       for 30 days of training across five months featuring structured training. The remainder of your training will be completed in the workplace with your Employer. You will work towards a Level 3 Apprenticeship standard – Infrastructure Technician. The qualifications consist of:

  • Level 2 Functional Skills English and Maths (if applicable).
  • Knowledge Module 1 - Networking and Architecture.
  • Knowledge Module 2 - Mobile and Operating Systems.
  • Knowledge Module 3 - Cloud Services.
  • Knowledge Module 4 - Coding and Logic.
  • Knowledge Module 5 - Business Processes.
  • One vendor certification selected based on your job role and individual capabilities (Typically a Microsoft Technical Associate (MTA) certification).
  • Knowledge Modules are specified by the British Computer Society (BCS).

Apprenticeship standard

Digital Industries > Infrastructure Technician

Training provider


Applications for this apprenticeship are being processed by ASPIRE ACHIEVE ADVANCE LIMITED


Before you apply

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Closing date: 29 Sep 2017