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IT Service Desk Analyst Apprentice

QA Apprenticeships
Birmingham, West Midlands
£15,000 - £17,000 per annum.
Closing date
27 Dec 2023

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Supply Chain & Transport, Unspecified
Role Type
Start Date

Job Details

Employer description:  
Founded 40 years ago, Metro is the UK’s leading privately owned logistics provider to leading British and international brands, importing and exporting the raw materials and finished products that feed, clothe, transport and protect consumers around the world. 

We are now looking for an eager candidate to join us as an apprentice. 

You're purpose will be to primarily provide first line technical support on IT, Communications and Freight related systems, ensuring processes and procedures are followed correctly. 

The department works in an ITIL based service desk environment answering calls, fixing and escalating faults for on-site and remote users. 

Salary: £15,000 - £17,000 per annum.

Responsibilities will include:

  • Troubleshooting issues through to resolution, configuring devices, installing new software and monitoring / maintaining existing systems.

As a Service Desk Analyst Apprentice you will: 

  • Provide 1st Line Support - logging incidents into the service desk system 
  • Provide additional 2nd Line Support in areas of more knowledge / expertise 
  • Escalate any incidents and requests as required 
  • Deploy and maintain software and hardware as directed, including patches 
  • Provide printer / scanner troubleshooting & management 
  • Assist with backup management, tape rotation, data retrieval 
  • Manage the phone and networking systems including re-patching 

What we are looking for: 
Experience / Skills: 

  • Experience of working in a front-line technical IT support environment 
  • Proven experience managing day to day work load, knowing how to prioritise and the ability to work self-sufficiently 
  • Have a professional, flexible and personable approach to user / customer relations 
  • Be comfortable communicating at all levels including board level 

Desired skills and qualities:

  • An individual with a keen interest in IT
  • A highly productive, positive and energetic individual
  • A level-headed problem solver who is patient, flexible, naturally organised and an instinctively excellent communicator
  • Good personal skills essential with grit to not shy away from a demanding customer base

Entry requirements:

  • 3 GCSE's (or equivalent) at grades 4+ (A-C) in any subject
  • GCSE Maths and English (or equivalents) at grades 3+ (D or above)
  • Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

For more information, please visit the UK ENIC website. 


  • Free onsite parking 
  • Friendly atmosphere 
  • Staff Events 
  • Opportunities for progression
  • Ongoing training and development

Future prospects:
90% of QA Apprentices secure permanent employment after finishing their apprenticeship. 
Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks. 

Important information: 
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. 
Apply now!


QA Apprenticeships is the first Ofsted 'Outstanding' rated IT apprenticeships provider, as well as 3-time consecutive winner of Apprenticeship Programme of the Year (2012, 2013 and 2014). According to Ofsted, we deliver "world-class" apprenticeship programmes with "exceptionally well qualified" staff. Most of our apprentices "deliver a high standard of work for their employers and exceed expectations, often finding better ways of working and reducing costs".

Why choose QA Apprenticeships?

  • The first IT apprenticeships business rated Ofsted Outstanding
  • 100% of QA apprentices have jobs from day one of their 12–14 month apprenticeship programmes
  • 94% of QA apprentices secure permanent employment after completing; this is 20% higher than the national average (National Apprenticeship Service 2012)
  • We have won the coveted Apprenticeship Programme of the Year award for three consecutive years at The Learning Awards 2012, 2013 & 2014
  • Leading apprenticeship partner for Microsoft, Oracle, HPE, Cisco and Association of Project Management


Company info
Rath House 55-65 Uxbridge Road

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