Apprentice IT Service Desk Analyst
FERA SCIENCE LIMITED
York (YO41 1LZ)
Closes in 10 days (Tuesday 7 October 2025)
Posted on 25 September 2025
Contents
Summary
As an IT Service Desk Analyst Apprentice, you'll be the first point of contact for service users and customers seeking support, information, or access to IT services. You’ll provide first-line technical support across multiple channels - including phone, email, digital platforms, and self-service tools.
- Wage
-
£24,570 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday to Friday. 37.5 hours per week. Working hours TBC.
37 hours 30 minutes a week
- Start date
-
Monday 1 December 2025
- Duration
-
1 year 1 month
- Positions available
-
2
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
- Act as the first point of contact for all incoming IT support requests via phone and email
- Log, track, and manage tickets using our service management platform
- Ensure timely resolution of issues in line with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Monitor business-critical systems and automated processes, taking proactive action when needed
- Set up, image, and support laptops, desktops, mobile devices, and other IT equipment
- Provide technical support for core systems including Office 365 and Active Directory
- Liaise with third-party suppliers to escalate and monitor support calls
- Collaborate with IT Projects, Development, and Business Change teams
- Deliver first-time fixes for common incidents and service requests
- Process hardware/software orders and raise Purchase Orders
- Attend weekly online seminars, working towards a Level 3 ICT Apprenticeship
Where you'll work
York Biotech Campus
Sand Hutton
York
YO41 1LZ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
APPRENTIFY LIMITED
Training course
Information communications technician (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Interpret and prioritise internal or external customer's requirements in line with organisation's policy
- Apply the appropriate tools and techniques to undertake fault finding and rectification
- apply Continuous Professional Development to support necessary business output and technical developments
- Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
- Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
- Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
- Manage and prioritise the allocated workload effectively making best use of time and resources
- Complete documentation relevant to the task and escalate where appropriate
- Install or undertake basic software upgrades,either physically or remotely
- Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
- Provide remote/F2F support to resolve customer requirements
- Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
- Identify and scope the best solution informed by the system data associated with the task
- Test and evaluate the system's performance and compliance with customer requirements.
- Escalate non routine problems in line with procedures
- Use basic scripting to execute the relevant tasks for example PowerShell, Linux
- Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
- Apply the necessary security, in line with access and/or encryption requirements
- Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
- Test and evaluate network environments
- Monitor performance and usage of a network
- Deploy applications on a network
- Set up storage and data access for staff
- Apply necessary security measures, in line with access requirements to a network
- Carry out routine maintenance across network systems, ensuring organisational compliance
- Monitor network-related workloads including DNS and firewalls
- Install or undertake basic upgrades, either physically or remotely
- Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
- Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
- Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
- Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
- Interpret and prioritise internal or external customer's requirements in line with organisation's policy
- Apply the appropriate tools and techniques to undertake fault finding and rectification
- apply Continuous Professional Development to support necessary business output and technical developments
- Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
- Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
- Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
- Manage and prioritise the allocated workload effectively making best use of time and resources
- Complete documentation relevant to the task and escalate where appropriate
- Install or undertake basic software upgrades,either physically or remotely
- Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
- Provide remote/F2F support to resolve customer requirements
- Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
Training schedule
Information Communications Technician Level 3.
Attend weekly online seminars, working towards a Level 3 ICT Apprenticeship.
More training information
As an apprentice, you study while you work, a minimum of 6 hours per week of your time at work will be dedicated to your apprenticeship.
You will learn through a mix of online classroom days, personalised coaching sessions, e-learning and activities to practise what you are learning. Employers collaborate with the training provider and you to ensure that you are on target with your off-the-job learning hours.
Everything you do can be tracked on the Bud digital platform.
Working with your Development Coach and line manager, you can balance your off-the-job training hours with your day-to-day responsibilities.
Requirements
Essential qualifications
A Level in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Customer care skills
- Problem solving skills
- Team working
About this employer
Fera Science's origins in delivering world-class science began over 100 years ago as the Institute for Plant Pathology services. True to our heritage we are proud that our continued successes helps to address some of today’s biggest challenges, including coping with the impact of global population growth and the need to make efficient sustainable use of natural resources. Our innovations form the basis for sustainable and profitable business activity and are key to achieving leadership positions in all of our markets.
https://www.fera.co.uk/ (opens in new tab)
Company benefits
25 days’ holiday (rising to 29) with the opportunity to buy & sell extra leave. Flexible working hours, on-site gym, restaurant, and free parking. Company matched pension, life assurance, a cycle2work scheme.
After this apprenticeship
You will also be studying towards a Level 3 ICT Apprenticeship, equipping you with the tools launch your career in IT support - whether you're starting from scratch or already have some experience. Throughout your apprenticeship, you'll develop skills in monitoring, maintaining and optimising systems. You'll also learn the fundamentals of cybersecurity, backup, and data protection, and build knowledge in networking, cloud services, and disaster recovery. Your problem-solving abilities will be sharpened through root cause analysis, testing, and automation.
This is an in-office position based at York Biotech Campus.
Ask a question
The contact for this apprenticeship is:
APPRENTIFY LIMITED
The reference code for this apprenticeship is VAC1000343725.
Apply now
Closes in 10 days (Tuesday 7 October 2025)
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After signing in, you’ll apply for this apprenticeship on the company's website.