ICT Service Desk Analyst Apprentice
Castle Trust Bank
UK (RG21 4HG)
Closes in 27 days (Friday 13 February 2026)
Posted on 15 January 2026
Contents
Summary
Are you looking to build a long-term career in ICT? Then look no further! Start your career today with a level 3 ICT apprenticeship with Castle Trust Bank and Kaplan. You will be gaining valuable workplace experience whilst working towards the qualification.
- Wage
-
£25,000 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday to Friday.
38 hours a week
- Start date
-
Monday 2 March 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
In this role, you will bring some foundational technical knowledge, a strong customer service mindset, and a genuine willingness to learn. You will work closely with experienced colleagues in a fast-paced Service Desk environment, developing your skills and confidence over time while helping to meet key service levels and deliver a professional, friendly, and customer-focused support experience.
As a member of the Service Desk team, you will be in a highly visible and customer-facing role engaging with colleagues at all levels. The team provide a high success rate of first-time fixes, so you will need to have an analytical mind and a broad knowledge base. As well as supporting and maintaining the environment, you will have plenty of opportunity for delivering service improvements and become an integral part of wider projects.
Key Responsibilities:
- Supporting all end-user hardware and software, from Windows 11 laptops and peripherals to corporate tablets, mobile phones, and both off-the-shelf and bespoke applications.
- Perform general administrative duties, including user account creation, moves and changes across all relevant IT systems
- Build, manage and maintain user laptops and hardware.
- Track incidents and requests to conclusion in line with SLAs and quality standards.
- Be able to work independently and cross-collaboratively in a fast-paced environment where technology and customer requirements change regularly.
- Demonstrate a technical aptitude for providing extraordinary customer service, be able to influence while problem-solving and build strong relationships with your peers.
- Possess a passion for continuous learning, strong problem-solving skills, critical thinking, and good judgment.
- Work with other key areas of the business to support cross-training/up-skilling as required.
- Perform routine checks on various systems as required.
- Ability to create and maintain clear, detailed, concise documentation.
- Upon completion of training, take part in the IT on-call rota, ensuring continuous 24/7/365 support.
- Occasional travel to our London office may be required.
Where you'll work
Belvedere House, Basing View,
Basingstoke
UK
RG21 4HG
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
KAPLAN FINANCIAL 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 Apprenticeship Level 3. The ICT apprenticeship will enable you to provide quality support to internal or external customers and troubleshoot system issues to keep your organisation running at all times. This apprenticeship has two routes: The Support Technician role is based around resolving system user queries and faults in a helpdesk environment. Support Technicians rectify or escalate faults rapidly to reduce the impact on their customers. The Network Technician role is usually desk-based but may involve visits to clients' premises to resolve issues. Network Technicians may be installing networked IT systems, including cabling and hardware, or cloud services to support expansion and better network services. Our Information Communications Technician apprenticeship programme integrates six modules of technical training with work-based projects. This ensures that learning and skills are directly applied to the apprentice’s role and maximises the time used as part of off-the-job training.
Requirements
Essential qualifications
GCSE or equivalent in:
- Basic Maths (grade 9/A* - 4/C)
- Standard English (grade 9/A* - 4/C)
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
- Organisation skills
- Problem solving skills
- Administrative skills
- Number skills
- Analytical skills
- Logical
- Team working
- Initiative
Other requirements
Benefits include: As well as a competitive salary, we offer an annual performance-related bonus based on individual and company performance. In addition, a generous contributory pension scheme through Hargreaves Lansdown, life assurance, 25 days annual leave (plus bank holidays on top) with the option to buy/sell up to 5 additional days (terms apply). In addition, you will receive an extra day of paid annual leave for volunteering. Well-being is also high on our agenda, and we offer healthcare benefits through Vitality and Equipsme. In addition, all colleagues have free access to BHSF Rise EAP to support their health and well-being. We also offer free eye test vouchers and discounted gym membership, and if that’s not enough, we also offer season ticket travel loans (if applicable). The role will be 5 days in the office initially, but with some future opportunity for some hybrid working once competent in role. Transport Information: Parking available on site, and the Basingstoke office is a 15-minute walk from the train station. Working hours are Monday to Friday - 9:00 am - 5:30 pm.
About this employer
Who we areCastle Trust was launched in 2012, offering investment products and specialist mortgage finance. In 2017, we expanded our services to include point of sale retail finance, through the purchase of Omni Capital Retail Finance. In June 2020, we proudly received our banking license and became Castle Trust Bank. Today, our range include savings and Cash ISA accounts, specialist bridging and term mortgages, and retail finance.
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
Possibility of a permanent position at the end of the apprenticeship, however this is not guaranteed and will depend on business needs at the time.
Ask a question
The contact for this apprenticeship is:
KAPLAN FINANCIAL LIMITED
The reference code for this apprenticeship is VAC2000008767.
Apply now
Closes in 27 days (Friday 13 February 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.