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Service Desk Analyst Apprentice GB GROUP PLC

The role fits in the IT Service Management team within the global Technology function at GBG, working to ensure that GBG delivers a world-class experience for our team members globally. IT Service Management looks after all aspects of corporate IT including the support of our team members on the tools that they need to carry out their roles.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 02 Dec 2021

Apprenticeship summary

  • Annual wage


  • Working week

    5 days per week, Monday – Friday, 9am-5:30pm, [all details will be confirmed with the employer]  The role may include taking part in a 24/7/365 outside of core working hours support rota.

    Total hours per week: 37.50

  • Expected duration

    15 months

  • Possible start date

    20 Dec 2021

  • Date posted

    11 Aug 2021

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

We ensure that services are available for team members to utilise and that such services are the best option available to GBG in terms of quality, performance, and cost. We strive for a timely response whilst providing the best customer experience we can.

Specifically, the Service Desk Analyst Apprentice provides proactive operational support on team member tooling and internal products and services, delivering frontline customer service to GBG team members, ensuring they remain productive.

Job overview:

As Service Desk Analyst Apprentice, you will work within the first line level of the Group Service Desk function and will apply technical expertise, process management, and decision making to ensure proactive operational support of end-user tooling and internal products and services. You will respond to customer issues and requests, ensuring each ticket is processed to deliver an excellent experience for our team members.

Primary duties include:

  • Provide a best-in-class customer service to GBG team members
  • Provide a best-in-class 1st line technical support and operations service to GBG team members
  • Provide a best-in-class experience for new starters to GBG in delivering IT services on-boarding aspects
  • Provide a voice on-call support service to GBG team members 
  • Continually develop and maintain knowledge base to increase the rate of fix for GBG team members
  • Consistently apply best practice process for incident and problem requests and operational tasks
  • Continually review and improve the delivery of IT services
  • Apply best practice process for ensuring SLA’s and OLA’s are achieved
  • Continually communicate with the ITSM team to alert them of potential problems

Requirements and prospects

Desired skills

  • Ability to listen, learn and apply; to take direction from team members and work as part of a team
  • Effective communication skills, both verbal and written
  • A good application of technical procedures and maintaining technical knowledge base to rapidly resolve issues
  • Good experience with user productivity tools
  • Awareness of support processes, including Incident, Problem, Request, Event and Change Management
  • Good experience providing a best-in-class customer service to end-users, including regular meaningful communication
  • Experience of ITIL operational support working practices

Personal qualities

  • Natural curiosity to seek out root cause issues and aptitude for accountability to resolve
  • Interest in Technical Operations or Support role

Desired qualifications

Entry requirements:

You need to have 5 GCSE’s or equivalents 

  • Maths and English (or equivalents) at grades D/3 or above
  • 3x GCSE’s grade A*-C 9/4 in any other subject

You must not already have a qualification in a similar subject at the same level or higher level than this apprenticeship.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. Find out more here.

Future prospects

On completion of the Apprenticeship, the individual could secure a full-time position as a first or second-line engineer with Smart IT, with a competitive salary, industry recognised qualifications, and great prospects.

Things to consider


You will be paid £346.14 per week whilst in your apprenticeship

Benefits of the role:

This is an ideal opportunity to earn several industry-recognised qualifications and kick start your career in IT.

Important Information:

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.

About the employer

At GBG, we believe that a vibrant workplace is key to enjoy coming to work every day. That's why we put creating bright and engaging workplaces in the centre of our People Plan. The workspaces we create give our team members a spacious and colourful environment in which they can collaborate and work on their projects, and of course relax, have lunch or have some well-deserved down time!  




Basin Road



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Training provider


Applications for this apprenticeship are being processed by QA Limited

  • Level 3 Information communications technician
  • Functional Skills in maths and English if required
  • Approximately 11% of training takes place in the QA learning centre classroom. 9% is done in the workplace, through online training, face-to-face meetings with your QA Technical Skills Coach, or developing your portfolio. The remaining time will be spent on your workplace activity.

Apprenticeship standard

Information communications technician

Level 3 (A level)

Employer's Application Instructions

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 02 Dec 2021