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IT Service Desk Analyst apprenticeship PACIFIC COMPUTERS LTD

Providing technical assistance for users within a FTSE 100 Company. You will answer queries on technical issues, covering a variety of systems including SAP, MS365, EPOS, CAD and more, offering advice to solve the issues seen by our End Users.

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Closing date: 29 Aug 2022

Apprenticeship summary

  • Annual wage


  • Working week

    It is open Mon-Fri 0700-1730, Sat 0700-1200. A shift pattern to suit would be agreed, likely to be 0800-1630 for 4 days and the other day with ITEC

    Total hours per week: 40

  • Expected duration

    18 Months

  • Possible start date

    30 Sep 2022

  • Date posted

    27 Jun 2022

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

  • Serve as the first point of contact for internal and external customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and questions
  • Determine the best solution based on the issue
  • Walk the customer through the problem-solving process
  • Escalate unresolved issues to the next level of support
  • Provide accurate information on internal IT Services
  • Record events and problems and their resolution in a Call logging system
  • Follow-up and update customer status and information

What training will the apprentice take and what qualification will the apprentice get at the end?

The training will be provided by Basingstoke ITEC.

You will gain a level 3 Digital Support Technician qualification.

What is the expected career progression after this apprenticeship?

Full-time permanent role within the business (we have 20-30 people within this role or very similar, and a further 20 in related roles such as field service engineer, test engineer, technical logistics)

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Analytical skills, Logical, Team working, Non judgemental


GCSE or equivalent English (Grade 9-4 or A*-C) Desired
GCSE or equivalent Maths (Grade 9-4 or A*-C) Desired

About the employer

Pacific are a Basingstoke-based IT and Audio-Visual Solution Provider with a track record of great service and innovative approaches to business problems. The range of our services run from the provision of outsourced IT functions such as our IT Service Desk, to the design, installation and support of Audio Visual for themed attractions, via Corporate AV with boardroom fit-outs and video-conferencing, and Education environments with the latest learning tools. It’s all underpinned with our ISO9001/14001-certified management systems, our participation in major purchasing frameworks, and our own, award-winning, system and service designs.







RG24 8WD

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Training provider



Sully Bird

01256 471161

Apprenticeship standard

Digital support technician

Level 3 (A level)

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