Software Support Analyst Apprentice (VISAV Limited)

VISAV LIMITED

NOTTINGHAM (NG5 2GA)

Closes in 25 days (Monday 2 June 2025 at 11:59pm)

Posted on 7 May 2025

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Summary

As a Software Support Analyst, you will deal with incoming issues through email, live chat and phone channels. Escalate issues to colleagues/departments when appropriate. Working as part of a small team that liaises with customers to gather information on issues to be passed onto the development team in order for fixes to be implemented.

Wage

£15,210 a year

Check minimum wage rates (opens in new tab)

Pay is for 37.5 hours per week (1/2 an hour unpaid lunch break to be taken each day).

Training course
Digital support technician (level 3)
Hours
Monday to Friday, 09:00-17:00 (inc half hour per day for lunch).

37 hours 30 minutes a week

Start date

Monday 9 June 2025

Duration

1 year 6 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

Help-desk duties

  • Provide fast and friendly service through live support channels for priority customers, in order to immediately resolve urgent issues.
  • Ensure that support tickets/calls are appropriately recorded and logged within the help-desk system.
  • Ensure that all queries are dealt on a daily / weekly basis in accordance with the relevant customer SLAs and to a high standard of satisfaction.
  • Provide virtual training on software and software modules to a number of high-level customers using Microsoft Teams.
  • Create training / support materials for use by customers from a virtual help-desk platform.

Training duties

  • Design live training sessions for custom software, updating these when required.
  • Present effective training sessions to audiences of varying size and ability.
  • Successful applicant will be required to be vetted to NPPV Level 3 (undertaken at point of employment).

Where you'll work

616A- 618A MANSFIELD ROAD
SHERWOOD BUSINESS CENTRE
NOTTINGHAM
NG5 2GA

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

ESTIO TRAINING LIMITED

Your training course

Digital support technician (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents
  • use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
  • use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
  • apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
  • provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
  • operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
  • communicate effectively through a variety of different channels using terminology appropriate to the audience
  • use digital resources to extend own knowledge and skills relevant to their role
  • risk assess the organisational impact of decisions that they take
  • use digital systems to identify productivity and performance improvements
  • use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
  • maintain system security in line with organisational policies.
  • support digital operations or digital change and transformation activities.
  • investigate application problems and enable resolution to maintain productivity and improve quality of service.
  • coach and guide stakeholders to develop their applications skills to use digital systems effectively.
  • monitor data to analyse systems use and provide insights to recommend use or applications developments.
  • support customers in the use of information, products and services through digital channels.
  • diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
  • maintain end-user systems physically or remotely. For example: software, hardware or operating systems
  • provide and direct end-users to tools and resources to help them to resolve their digital problems.
  • use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
  • use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
  • apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
  • provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
  • operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
  • communicate effectively through a variety of different channels using terminology appropriate to the audience
  • use digital resources to extend own knowledge and skills relevant to their role
  • risk assess the organisational impact of decisions that they take
  • use digital systems to identify productivity and performance improvements
  • use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
  • maintain system security in line with organisational policies.

Your training plan

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

More training information

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry-experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship, learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Digital Support Technician, with training in how to:

  • Helpdesk Operations and Functions.
  • Maintaining Digital Systems and Services.
  • Fundamentals of Digital Systems.
  • Administration of Digital Systems and Services.
  • Change Management.
  • Teamwork and Communications.
  • Introduction to System Security.
  • User and Stakeholder Training.
  • Working in Digital Support.
  • Data Operations and Security.
  • Pathways and Career Progression.

Requirements

Essential qualifications

GCSE in:

5 GCSE's including English and Maths (grade (A*-C/9-4 or equivalent))

Desirable qualifications

Other in:

IT (grade (A*-C/9-4 or equivalent))

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

  • Communication skills
  • Organisation skills
  • Problem solving skills
  • Team working
  • Troubleshooting skills
  • Multitasking skills
  • High level of customer service
  • Able to work independently
  • Technical skills
  • Proficient in Microsoft Office
  • Self starter
  • Motivated
  • Punctual
  • Ambitious
  • Willingness to learn
  • Positive & can do attitude

About this company

VISAV is a small software solutions company primarily developing and supporting the Neighbourhood Alert messaging and engagement system used by many UK Police forces and other partners across the UK. Our team is passionate about delivering exceptional support to our clients, and we are looking to expand our team with a motivated Software Support Analyst.

After this apprenticeship

Opportunity to move into a more specialised role within the business, with experience.

Ask a question

The contact for this apprenticeship is:

ESTIO TRAINING LIMITED

Sean Hove

SeanHove@bpp.com

01133500333

The reference code for this apprenticeship is VAC1000319285.

Apply now

Closes in 25 days (Monday 2 June 2025 at 11:59pm)

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