Apprentice Service Desk Analyst at Firebrand Apprenticeships

Castleford, Yorkshire WF10 5QU

About the Job

Start your career working as an Apprentice Service Desk Analyst for a West Yorkshire based industry specialist. As part of an IT Apprenticeship, gain hands-on experience, industry recognised Microsoft & CompTIA qualifications all whilst earning £12,000 per annum.

Who will I work for, and what will I do?


The employer is a leading supplier of advanced Electronic Document Management (EDM) solutions. Established in 1993, their flagship product was the first software system in the UK specifically designed to address electronic paper handling and integrate with General Practice clinical computer systems. Today, they provide a range of professional services to underpin their software solutions and to support organisations with transformation through the use of ICT.

Due to a rapidly expanding user base, they now seek an Apprentice Service Desk Analyst to complement their existing 1st line support team in this time of considerable growth.

The focus of your role will be providing proactive first line technical support. You will handling support incidents via telephone, email and Instant Messaging along with logging issues, managing and prioritising workloads and liaising with second and third line support teams where necessary.

Duties and Responsibilities:

  • Provide first line support to customer base on company products

  • Log, maintain and be responsible for support calls, following company procedures

  • Maintain a professional and approachable manner at all times

  • Help the service desk achieve all relevant service level agreements

  • Display the ability to prioritise your workload

  • Closure of support calls, providing clear details on the cause and solution of the issue.

  • Correctly escalate support calls to second line, as appropriate.


Key Relationships:

  • Customer base

  • Business Administration

  • Service Desk Second Line Team

  • Third Party I.T teams


Hit the Apply button now - or read on for more information…

What training will I receive?

Firebrand offers a unique Advanced Level 3 IT Apprenticeship that provides award-winning industry training and certifications, valuable work experience and offers on-going support all with the ultimate goal of securing you a long-term career within the world of technology.

During your 12 month IT apprenticeship programme, Firebrand will provide you with five weeks of intensive training at our state-of-the-art training centre. Our method of accelerated training allows you to achieve industry-recognised certifications from Microsoft and CompTIA faster, giving you more time to put your new skills in to practice within a working environment. Firebrand will also provide you with a Mentor who will be supporting, assessing and assisting you with your development whilst you are in the workplace.

What experience do I need?

You will be a strong communicator with the ability to deal with customers at all levels supported by excellent written skills. You will be able to follow stipulated policies, procedure and processes and able demonstrate good technical knowledge gained through either school/college, work experience, voluntary employment or even self-taught such as: familiarity of Microsoft operating systems (XP, Windows 7). Finally, you will have a GCSE/A Level of at least A*- C (or equivalent) in English, Maths and ICT

What happens after my apprenticeship?


For the right candidate who demonstrates a willingness to learn and showcases their ability throughout the course of their 12 month apprenticeship, you will be offered permanent role within a rapidly expanding organisation

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