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Service Desk Support Analyst Apprentice

  • QA Apprenticeships
  • , North Tyneside
  • £6.73 per hour
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  • GMFJ Reference
    258258
  • Wages
    £6.73 p/h
  • Hours
    37.50 per week
  • Date Posted
    05/03/2025
  • Start Date
    14/04/2025
  • Duration
    Not Specified

  • Location
    Newcastle upon Tyne
  • Status
    Now Taking Applications
  • Sector
    IT
  • Opportunity Type
    Advanced Level 3
  • Employer
    QA Apprenticeships

Description

About Us:



Totally PLC are a supplier of healthcare services working closely with the NHS to deliver quality care across the UK, Totally work in partnership with the NHS to provide a full range of Urgent Care Services including NHS111, GP out-of-hours (GPOOHs), Clinical Assessment Services (CAS) and Urgent Treatment Centres (UTCs), through its subsidiary businesses across England.



Our service desk aims to deliver a high-quality IM&T support service to the business and our partners. As an Apprentice Service Desk Support Analyst, you will be managing Service desk incidents and requests in an efficient and customer focused way, supporting our first line engineers.



Group IM&T Service desk support, covering first and second line activities. The role will require to support the service desk between 08.00hrs to 18.00hrs Monday to Friday on a rota basis.



Key Responsibilities:



As an Apprentice Service Desk Support Analyst, you will deliver quality customer service and support to the business and our stakeholders. Our analysts are responsible for logging faults resolving tickets for our customers over the phone, face to face and using our ticketing system. A key part of the role is logging accurate data against tickets, escalating where appropriate and ensuring all information is logged and presented professionally.



This role will be office based with both on and off the job training and support.  You will work alongside our established IM&T team as well as an external provider to work towards a Level 3 Qualification in Cloud Support Specialist





  • First line support over telephone, email and face to face


  • Hardware configuration, maintenance and installation


  • Active directory support, creating and maintaining user accounts and permissions


  • Windows 10/11 support, configuration and maintenance


  • Microsoft Office support


  • Mobile phone (Android and IOS) and VOIP support


  • In house system support




 Desired Skills/Qualities/Experience:





  • Passion for working in IT and with technical systems


  • Excellent communication skills


  • Working as part of a team


  • Ability to communicate effectively with Stakeholders at all levels


  • Ability to effectively explain technical concepts to non-technical people


  • Desire to learn


  • Ability to prioritise workload


  • Ability to work in a pressurised environment




Entry Requirements:



  • 3 GCSEs (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. 

Rewards & Benefits:





  • 25 days annual leave


  • My Totally Rewards (online discount portal),


  • 6% Employer Pension contribution,


  • Share save scheme,


  • Opportunities for career development,


  • Employee assistance program,


  • Virtual GP Services - 24/7 GP Appointments,


  • WeCare Wellbeing




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!

For more information about this vacancy please contact QA on 01793696141 (Ref ID: 258258)

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