Support Analyst Apprentice

Do you want to resolve technical problems and keep our business running efficiently? Would you like to study, learn and work towards a professional qualification? Join us on our Support Analyst Apprenticeship and do both!

Be the go-to person for technical resolutions 

Our business to business (B2B) IT teams are the ones that keep our systems running, day in and day out. The overall aim of the Technical Operations team is to work with platform domain Subject Matter Experts (SMEs) to identify the cause of problems and resolve accordingly. By the end of the programme, you’ll gain an understanding of our IT service management (ITSM) processes as well as develop your analysing, assessing and problem-solving skills.  


Build skills for the future 

As a Support Analyst Apprentice, you will be responding to requests for support, or tickets, with resolutions to any problems you may encounter and working with wider teams, where necessary, to ensure those problems aren’t repeated. Problems you could come across include problems with orders that could be worth £100k+, which would require investigation & resolution. Responsibilities you’ll take on include: 

  • Owning requests for support, or tickets, across our platforms and finding resolutions to problems within Service Level Agreements (SLAs) to ensure customer satisfaction 
  • Identifying route cause trends and collaborating with technical platform teams to ensure improvement plans are documented and actioned 
  • Providing incident management services across all domain platforms to ensure objectives are met 


What we look for 

This is a very technical role, so you’ll need to be comfortable in this sort of environment with a technical approach, as well as comfortable taking exams, which will be regularly involved as you get certified in different areas of IT. Our apprentices are always learning and developing, even upon completing the scheme, so willingness and motivation to develop are key. Effective communication is important as you’ll regularly collaborate with other members of your team. You must also have at least 5 GCSEs Level 9-4 including Maths and English, or a Level 2 Apprenticeship or equivalent to be considered for the role. Other qualities we’d like to see include:  

  • A strong interest in technology  
  • Ability to work closely with others and independently   
  • A strive to achieve and meet objectives 

We’re 100% committed to having a workforce that represents every part of our society, so we’re keen to hear from candidates of all backgrounds and circumstances.  


What’s in it for you 

We offer a starting salary of £23,000 with progression during the scheme and final salaries starting from £29,000. All of our apprenticeships are offered on a permanent basis, so you will roll off into a Support Analyst position with a Level 4 Application Support qualification secured. We’ll continue to offer opportunities for you to grow, both within your role and personally. Plus, you can enjoy our amazing benefits, including:   

  • 25 days holiday 
  • Your birthday off every year 
  • Employee discounts on mobile, broadband and TV services 

…and loads more! 


What is involved with studying for an apprenticeship? 

Your apprenticeship is made up of learning on the job, but also gaining the academic skills to put into practice in your day-to-day job. As a result, you’ll complete the apprenticeship as part of a structured learning programme alongside working in the role. The learning programme is made up of a suite of modules and milestones and you’ll be required to evidence your work against these modules via tasks and assignments. For some apprenticeships, you may also undertake additional technical qualifications, which include studying for, and taking an exam. Once you have completed your modules and milestones, you’ll then move to your End Point Assessment (EPA) which is typically made up of an interview and a project. Once you pass this stage, you will receive your apprenticeship qualification with us.  


Apprenticeship: Level 4 Application Support
Duration: 20 months
Start Date: January 2023
Locations: Birmingham
Requirements: 5 GCSES Level 9-4 including Maths and English, or a Level 2 Apprenticeship or equivalent
Salary: Starting salary of £23,000, with an increase to £26,000 after 12 months. Final salaries can start from £29,000 + amazing benefits

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