Service Desk Analyst Apprentice - 0695


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Closing date: 06 Jun 2017

Apprenticeship summary

Weekly wage


Working week

Monday - Friday, 08:00 - 16:00

Total hours per week: 37.50

Apprenticeship duration

14 months

Possible start date

12 Jun 2017

Date posted

17 Mar 2017

Apprenticeship level

Advanced Level Apprenticeship

Reference number


In this role, you will be:

  • Resolving technical problems and answering queries in support of internal and external computer hardware, software, network, and telecommunications systems.
  • Successfully diagnosing, identifying, and isolating problems based upon comments and complaints.
  • Researching and analysing problems, utilizing own expertise and historical database records.
  • Routing calls to available specialists in more complex and difficult cases.
  • Responding promptly with appropriate solutions.
  • Monitoring alerts management to recurring problems and patterns of problems.
  • Logging calls using relevant toolset whilst adhering to agreed SLAs where possible.
  • Providing remote support for dial in users including the use of VPN.
  • Supporting any mobile devices and encrypted USB memory sticks.
  • Profiling and supporting Restricted LAN Interconnect and Shared Working Environment accounts.
  • Writing, updating and maintaining written processes and procedures.
  • Sending System Alert and outage communications to user base.

Requirements and prospects

Desired skills

You will ideally have:

  • Knowledge of Microsoft Operating Systems.
  • Experience with Microsoft Outlook and Microsoft Office Suite Support.
  • Self-motivation and a willingness to learn from colleagues.
  • Good team player ability and will be able to use their own initiative.
  • Excellent Communication skills (written and verbal).
  • Demonstrated outstanding customer service skills.
  • Demonstrated telephone etiquette skills.
  • Good problem determination skills.
  • A dynamic and flexible "can-do" attitude.
  • ITSM Support experience and ITIL familiarity.
  • VPN/Remote Access Support experience.
  • Mobile device support experience.
  • PC/Technical Support service desk experience.
  • Excellent time management skills.
  • 3 x GCSE (or equivalent) at grades A-C in any subject, plus GCSE English and Maths (or equivalents) at grade D or above.

Personal qualities

An enthusiastic and professional attitude and commitment to learning new skills.

Qualifications required

Someone with ideally 5 GCSE grades (C and above) or equivalent, including Maths and English.

Future prospects

92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally there may be opportunities to undertake further apprenticeship training as many of our programmes offer on-going development tracks.

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

A global science and technology solutions leader working to solve the world’s toughest challenges in the defence, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. The company strives to be a recognised global leader in solving important problems in national, security, health and infrastructure. What you do, where you work, and who’s on your team are important. After all, you spend a lot of your time and energy at work. Our employees are smart people focused on solving the world's most-daunting challenges. The work requires insight, ingenuity, and commitment to the field.



Training provider

Are you a bit of a problem-solver? Eager to take your technology knowledge to the next level?

Our training programme is designed to provide you with real-world skills using the most recent IT Technologies to transform you into a highly-skilled IT Apprentice (all debt free!).

Our apprenticeships blends on-the-job experience, face-to-face workshops and online learning which will teach you a range of new skills including:

  • Networking and Architecture
  • Mobile and Operating System
  • Cloud Services
  • Coding and Logic
  • Business Process
  • Apprenticeships and Vendor qualifications L3

Advanced Apprenticeship Infrastructure Technician Level 3 (equivalent to A- level educational level), MTA Networking Fundamentals, MTA Mobility and Devices Fundamentals, MTA Cloud Fundamentals, One Microsoft MOC on demand course.

Apprenticeship framework

IT, Software, Web & Telecoms Professionals

Training provider


Applications for this apprenticeship are being processed by QA Limited



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Closing date: 06 Jun 2017