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Apprentice IT Helpdesk Analyst THE CONFIG TEAM LIMITED

The Config Team is based in the UK & Australia and works with large global customers. This position is to provide IT Support (software / hardware / mobile applications) for our internal teams and external customers.

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Closing date: 10 Jan 2022

Apprenticeship summary

  • Annual wage


  • Working week

    Monday – Friday, 8.00am - 5.30pm

    Total hours per week: 37.50

  • Expected duration

    18 months

  • Possible start date

    14 Jan 2022

  • Date posted

    11 Aug 2021

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

Duties and responsibilities will include:

  • Provide IT ticket and 1st Line support to internal and external customers within agreed SLAs. This may include the investigation of ticket issues through to resolution and make any recommendations to improve processes
  • Gather process and IS requirements from customers and create suitable documentation in order to capture the information in a structured way
  • Participate in Microsoft Office steering committee meetings to discuss ideas and suggestions on the future road map of Microsoft Office for The Config Team. This may include working with appropriate stakeholders to elicit requirements, work through change, complete gap analysis and suggest areas for business improvement
  • Participate in innovation road map meetings with the Microsoft Office steering committee meetings and contribute to the future road map, suggesting innovation
  • Assist with internal IT, hardware and device management and asset tracking
  • Grant system access as requested and approved by appropriate stakeholders
  • Assist with the management of the Helpdesk system by taking ownership of new ticket and email allocation and monitoring
  • Provide suitable initial responses to Helpdesk internal and external customers in line with the agreed SLAs and governance
  • Ensure suitable quality assurance by working with the Helpdesk team to ensure emails and tickets are resolved within agreed SLAs and that suitable and timely updates are provided to internal and external customers
  • Monitor, coordinate and communicate escalations with the relevant stakeholders as appropriate
  • Ensure information for ticket, SLA table and client data remains accurate and that the data is appropriately updated to ensure accuracy is maintained
  • Ensure the correct utilisation types are allocated to tickets and booked correctly within Helpdesk tool
  • Review all Helpdesk tickets within Helpdesk tool, progressing with tickets, escalating any concerns or discrepancies with the relevant stakeholders to resolve
  • Assist with the IT new starter process to ensure new employees have the correct IT equipment, accounts, hardware and software
  • Assist with and complete new employee IT inductions
  • Assist with the completion of IT license audits and reporting
  • Ensure the accuracy and maintenance of the data with the Helpdesk tool application
  • Ensure product documentation is tracked appropriately and version control is maintained
  • Assist with and complete software and hardware product and UAT testing
  • Ensure that security, service and compliance are monitored and in line with agreed ISO & ITIL standards, assisting with process documentation and structure information as necessary
  • Provide Helpdesk center administration support, interacting with internal and external stakeholders as appropriate
  • Assist with producing reports
  • Provide out of hours support as per the support schedule and shift cover
  • Display behaviours which reflect The Config Team Purpose, Mission, Vision and Values

Requirements and prospects

Desired skills

  • Excellent communication
  • Good organisational skllls

Personal qualities

  • Conscientious
  • Approachable
  • Optimistic
  • Helpful
  • Inquisitive / curious
  • Enjoys learning

Desired qualifications

  • Minimum GCSE level 4/C – English, maths, and science
  • Ideally an IT GCSE or qualification, if not, demonstrates an interest
  • Additional language is a plus

Future prospects

  • Progression onto a Level 4 Apprenticeship

Things to consider

  • The role is mainly be home based, with some office based work
  • You must be able to travel to Skelmersdale (public transport is non-existent to our Skelmersdale offices)

About the employer

Based in the UK & Australia, The Config Team is an SAP/ IT Business Consultancy, working with large global customers to implement SAP business systems into the Supply Chain.




West Lancashire Investment Centre

Maple View, White Moss Business Park



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Training provider

Warrington and Vale Royal College

Applications for this apprenticeship are being processed by Warrington Collegiate Institute


Megan Stanley 01925494571

Infrastructure Technician Level 3 Apprenticeship Standard:

  • Apprenticeship training will be provided by Warrington & Vale Royal College

Apprenticeship standard

Infrastructure technician

Level 3 (A level)

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