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Apprentice ICT Service Desk Analyst Suttons Transport Group Limited

We have an apprenticeship vacancy in our head office in Widnes for an ICT Service Desk Analyst to support the day to day operations of the business.

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Closing date: 25 Jun 2022

Apprenticeship summary

  • Wage

    To be agreed upon appointment

  • Working week

    Monday - Friday, 9.00am - 5.30pm

    Total hours per week: 37.50

  • Expected duration

    18 months

  • Possible start date

    04 Jul 2022

  • Date posted

    26 Jan 2022

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

Tasks and responsibilities will be to:

• Provide expert 1st line Incident identification, support and troubleshooting of all ICT Systems, Software and Hardware
• Take ownership of logged Incidents and Requests through to resolution if possible, escalate when all avenues have been exhausted
• Follow up the status of all assigned Tickets and ensure effective communication is provided at all stages
• Ensure Tickets escalated to more senior Resolver Groups are correctly documented and investigated beforehand
• Work with internal Resolver Groups to ensure excellent service at all times 
• Liaise with external support providers through to resolution
• Ensure Service Desk Tickets are managed within SLAs
• Provide site visits and desk side support, as required
• Procurement and provisioning of new hardware and software
• Mentor & provide support to other team members where possible
• Provide out of hours support on a rota basis

Requirements and prospects

Desired skills

  • Time management
  • Good communication (written and verbal)

Personal qualities

  • Can do attitude 
  • Willingness to learn

Desired qualifications

  • GCSEs or equivalent in core subjects, with grades A*- C / 9-4
  • Any ICT experience is preferred, but not essential

Future prospects

  • Can include full term employment

About the employer

With decades of knowledge, skill and experience, Suttons Group offers a safe and cost effective range of logistics services in the UK and internationally.


Suttons Transport Group Limited


Gorsey Lane



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Training provider


Applications for this apprenticeship are being processed by Impact Futures

Over the course of 18 months, you will learn a broad range of skills that will assist you on your chosen career path. Topics of learning could include providing technical support, managing access and resources, managing users’ expectations and understanding installation and maintenance (these subjects may differ).

Upon successful completion of the apprenticeship programme, you will achieve a Level 3 certification. You will also be able to receive professional RITTech recognition, as well as sitting some industry-recognised qualifications such as Microsoft and CompTIA.

If you do not hold GCSE Maths & English (or equivalent), these will be delivered alongside the apprenticeship programme.

Our delivery of training is through blended learning. Supported by one of our sector specialist tutors, they will deliver teaching sessions using various methods including face to face teaching, Skype, Facetime, telephone and peer virtual classroom whilst using our interactive multi-sensory teaching resources. Teaching sessions are normally bi-weekly or monthly, depending on the learner’s preferred learning style. Additionally, the tutor will provide the support required to ensure the learner enjoys and ultimately successfully achieves their goals and completes their training. We want learners to feel that our team are approachable at any stage of their learning journey.

You will initially take an online assessment that will help us to understand your learning style and needs, then we will tailor your learning experience accordingly. We ensure that you stay on track to complete your programme on time by managing your expectations through our state-of-the-art e-portfolio system. At the end of your programme, your learnt knowledge, skills and behaviours will be assessed by an independent assessor in your end point assessment (EPA).

As part of the apprenticeship, alongside your job role, 20% of your time in work must be dedicated to developing new skills. This can be any time devoted to learning and improving new skills without interruption.

Apprenticeship standard

Information communications technician

Level 3 (A level)

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