IT Service Desk Analyst Apprenticeship

About the apprenticeship

Duties

- As a Service Desk Analyst Apprentice, you will learn to specialise in troubleshooting incidents for technical issues with the end users, be they hardware or software related.
- You will also learn to be responsible for fulfilling service requests (e.g. software installs; hardware installs; moves and changes).
- You will develop skills to investigate and resolve issues for users where this can be achieved remotely, without the need for site visit.
- You will understand the importance that incident resolution and service request fulfilment will be undertaken in accordance with documented incident management and request fulfilment processes.
- As part of the wider service desk support team you will build positive relationships with end users and resolver teams, demonstrating effective communication skills via calls, live chats and self-serve tickets.

Additional information

As part of the role, it will be mandatory for the successful candidates to spend one day per week studying for a Level 3 IT Infrastructure Apprenticeship. For further details on the course please follow the link here. In order to be eligible to apply for this course you will see (further down the advert) detail of qualification requirements.
The Apprenticeship course will be available for candidates online. The main office location for this role will be Swansea. We are currently overseeing a hybrid way of working and so the successful candidate will be required weekly to work from the office.
We welcome part time applications but there is a business requirement for candidates to work a minimum of 30 hours per week. Successful candidates will however be expected to be available to complete a full working day on their day of study.

Requirements

Skills

We do not ask for Desirables/Only Essentials

Qualifications

5 GCSEs A-C including Maths and English. Candidates must not already hold a Level 3 (or above) IT qualification.

Language

Welsh Spoken Skills: No Welsh Written Skills: No

Course details

Training provider:
Apprenticeship Learning Solutions Ltd

Training provider course:
IT Infrastructure Level 3

About the employer

DVSA Swansea
The Ellipse, Padley Rd
St Thomas
Swansea
Swansea
SA1 8AN

Disability confident

Yes, we are part of the Disability Confident Scheme from the UK Department for Work and Pensions.

Please note that all apprenticeships are open to everyone. However, some organisations have worked to achieve Disability Confident accreditation. You should always apply for the apprenticeship you feel best suited to.

Interview arrangements

Interview arrangements will be discussed once shortlisting has taken place.