Operations Support Analyst Apprenticeship
Unum
Surrey (RH4 3LZ)
Closes in 13 days (Friday 23 October 2026 at 11:59pm)
Posted on 9 October 2026
Contents
Summary
Apprenticeship role within the Modern Workplace team, designed for someone beginning their career in IT. The apprentice will learn how to support colleagues with everyday IT technology needs developing practical technical skills, customer service confidence & an understanding of workplace IT services. No previous IT experience required.
- Wage
-
£24,000 a year
- Training course
- IT solutions technician (level 3)
- Hours
-
9am-5pm with 45 min lunch. 27 days holiday plus 8BH.
36 hours 30 minutes a week
- Start date
-
Thursday 26 November 2026
- Duration
-
2 years
- 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
- Learn how to respond to IT incidents and service requests in Service Now by reviewing tickets, gathering information and carrying out simple troubleshooting with support.
- Provide friendly first-line assistance to colleagues in person and remotely, escalating anything complex to experienced team members.
- Assist with routine tasks such as preparing laptops, checking equipment, updating asset records and helping with basic device setup.
- Follow clear team procedures to complete simple operational activities safely and consistently.
- Support users with common Microsoft 365 queries, including Outlook, Teams and basic collaboration tools.
- Observe and assist with meeting room technology, Microsoft Teams Rooms and basic presentation equipment support.
- Use approved remote support tools under guidance to help colleagues with simple technology issues.
- Keep clear notes in tickets, including what was reported, what action was taken and when support was escalated.
- Help maintain simple knowledge articles and guidance notes as learning develops.
- Support the team at Tech Bars, deskside support areas or office locations by welcoming colleagues and helping to log or resolve straightforward queries.
- Follow company policies, information security requirements and data protection guidance in all activities.
- Take part in apprenticeship learning, coaching sessions, team meetings and development activities.
- Demonstrate curiosity, reliability, professionalism and a positive attitude while building confidence in the role.
Where you'll work
Milton Court
Westcott Road
Dorking
Surrey
RH4 3LZ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
WEST THAMES COLLEGE
Training course
IT solutions technician (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Work at any stage of the solution lifecycle.
- Interpret client requirements.
- Prioritise tasks to work within agreed project plans.
- Ensure resources are used efficiently and responsibly.
- Design solutions to meet client and business requirements.
- Identify technical solutions using creative and critical thinking.
- Install hardware or software, either physically or virtually.
- Search and use different types of data or information sources.
- Test and evaluate performance, functionality, and usability of solutions to ensure compliance with customer and project requirements.
- Deploy and implement solutions, supporting change management practices.
- Create and maintain documentation in accordance with best practice and organisational requirements.
- Support multiple contemporary or legacy solutions to required levels of service.
- Apply organisational policies and legislation in relation to security requirements, privacy, and confidentiality.
- Communicate using a variety of tools and approaches, adapting language for technical and non-technical stakeholders.
- Apply continuous professional development CPD to support their own learning, business needs and technical developments.
- Work at any stage of the solution lifecycle.
- Interpret client requirements.
- Prioritise tasks to work within agreed project plans.
- Ensure resources are used efficiently and responsibly.
- Design solutions to meet client and business requirements.
- Identify technical solutions using creative and critical thinking.
- Install hardware or software, either physically or virtually.
- Search and use different types of data or information sources.
- Test and evaluate performance, functionality, and usability of solutions to ensure compliance with customer and project requirements.
- Deploy and implement solutions, supporting change management practices.
- Create and maintain documentation in accordance with best practice and organisational requirements.
- Support multiple contemporary or legacy solutions to required levels of service.
- Apply organisational policies and legislation in relation to security requirements, privacy, and confidentiality.
- Communicate using a variety of tools and approaches, adapting language for technical and non-technical stakeholders.
- Apply continuous professional development CPD to support their own learning, business needs and technical developments.
Training schedule
Training provider - West Thames College.
Remote delivery.
Requirements
Desirable 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
- Attention to detail
- Organisation skills
- Customer care skills
- Team working
- Initiative
Other requirements
Living in UK for 3 years plus and right to work in the UK. Share code will be required.
About this employer
Unum UK help employers take better care of their people and stand out to top talent, with modern benefits and solutions to HR challenges. Unum delivers a broad set of coverage's designed to meet the diverse needs of today's workforce, helping the working world protect what matters most.
For more than 170 years, Unum has worked to provide crucial financial protection to our customers' employees and their families. Through our primary operating segments, we protect more than 38 million people.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Build a career with Unum UK. Progress onto other departments and higher apprenticeships.
Ask a question
The contact for this apprenticeship is:
WEST THAMES COLLEGE
Jasmine Matthias
jasmine.matthias@west-thames.ac.uk
07912780097
The reference code for this apprenticeship is VAC2000057374.
Apply now
Closes in 13 days (Friday 23 October 2026 at 11:59pm)