Service Desk Analyst Apprentice (Claranet)
CLARANET LIMITED
Barnwood, Gloucester (GL4 3RT)
Closes in 15 days (Friday 20 March 2026)
Posted on 5 March 2026
Contents
Summary
The Service Desk Apprentice will support end users of Claranet’s Managed Workplace service by providing remote technical assistance across managed hardware, software, Microsoft 365, and endpoint services.
- Wage
-
£19,000 a year
- Training course
- Digital support technician (level 3)
- Hours
-
Monday to Friday.
Shifts to be confirmed.
37 hours 30 minutes a week
- Start date
-
Monday 27 April 2026
- 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
Working as part of the Service Desk team, the apprentice will play a key role in troubleshooting, maintaining, and improving the digital workplace experience for our clients’ employees. This entry-level position is designed for someone eager to learn and develop core IT support skills in a fast-paced, customer-focused environment.
Role Mission:
Claranet’s mission is to deliver exceptional workplace technology experiences for our customers. As a Service Desk Apprentice you will ensure Claranet’s customers receive the highest levels of service from first contact to the request’s completion.
Objectives & Key Results:
- Ensure that the highest levels of service are delivered to Claranet’s customers
- Provide customer support; responding to Customer requests for support via a range of communication channels
- Take responsibility for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently
- Maintain high levels of end user satisfaction, as measured through feedback and survey results
Duties and Responsibilities
- Maintain accurate records of activity taken throughout the lifecycle of a ticket
- Providing remote technical support to customers
- Troubleshoot and resolve issues related to hardware (desktops, laptops, peripherals), managed endpoints, and Microsoft 365 applications
- User account, license and access management
- Support software installations, updates, and configuration tasks on client devices
- Document issues, solutions, and workarounds in knowledge base articles and user guides
- Escalate complex incidents and problems to senior engineers or specialist teams as required
- Contribute to a positive customer experience by communicating clearly, professionally, and empathetically with users
- Validate contact and ensure security process is adhered to.
Teams To Collaborate With:
Customer Experience & Managed Service - Ensure we are consistently providing the best service to our customers, proactively monitoring their needs, and integrating their feedback into our future portfolio and propositions
Where you'll work
Claranet
Brighouse Court
Barnett Way
Barnwood, Gloucester
GL4 3RT
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
BPP PROFESSIONAL EDUCATION LIMITED
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.
Training schedule
- BPP 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
Requirements
Essential qualifications
GCSE 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
- Understanding IT terminology
- Highly motivated
- Energetic team player
- Positive attitude
- Determined and driven
- Can-do attitude
- Written communication skills
- Self-motivated
- Able to work under pressure
- Customer focused
Other requirements
- Good understanding and awareness of IT terminology
- Ability to translate technical language into user friendly information
About this employer
Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries. At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business. We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services. In the UK we have around 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.
Company benefits
- 25 days Holiday rising to 26 days after 1 year service
- 5% pension
- Private health cover
- Discount on gym memberships
- Free fruit and soft drinks in the office
- Free parking
After this apprenticeship
- There are lots of development areas from service desk for example IT support or technical solutions where you can develop in the business
Ask a question
The contact for this apprenticeship is:
BPP PROFESSIONAL EDUCATION LIMITED
The reference code for this apprenticeship is VAC2000019426.
Apply now
Closes in 15 days (Friday 20 March 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.