ICT Service Desk Analyst Apprentice

In this role, you will bring some foundational technical knowledge, a strong customer service mindset, and a genuine willingness to learn. You will work closely with experienced colleagues in a fast-paced Service Desk environment, developing your skills and confidence over time while helping to meet key service levels and deliver a professional, friendly, and customer-focused support experience.
As a member of the Service Desk team, you will be in a highly visible and customer-facing role engaging with colleagues at all levels. The team provide a high success rate of first-time fixes, so you will need to have an analytical mind and a broad knowledge base. As well as supporting and maintaining the environment, you will have plenty of opportunity for delivering service improvements and become an integral part of wider projects.

Key Responsibilities:

Supporting all end-user hardware and software, from Windows 11 laptops and peripherals to corporate tablets, mobile phones, and both off-the-shelf and bespoke applications. Perform general administrative duties, including user account creation, moves and changes across all relevant IT systems Build, manage and maintain user laptops and hardware. Track incidents and requests to conclusion in line with SLAs and quality standards. Be able to work independently and cross-collaboratively in a fast-paced environment where technology and customer requirements change regularly. Demonstrate a technical aptitude for providing extraordinary customer service, be able to influence while problem-solving and build strong relationships with your peers. Possess a passion for continuous learning, strong problem-solving skills, critical thinking, and good judgment. Work with other key areas of the business to support cross-training/up-skilling as required. Perform routine checks on various systems as required. Ability to create and maintain clear, detailed, concise documentation. Upon completion of training, take part in the IT on-call rota, ensuring continuous 24/7/365 support. Occasional travel to our London office may be required.

Training:

Information Communications Technician Apprenticeship Level 3. The ICT apprenticeship will enable you to provide quality support to internal or external customers and troubleshoot system issues to keep your organisation running at all times. This apprenticeship has two routes: The Support Technician role is based around resolving system user queries and faults in a helpdesk environment. Support Technicians rectify or escalate faults rapidly to reduce the impact on their customers. The Network Technician role is usually desk-based but may involve visits to clients' premises to resolve issues. Network Technicians may be installing networked IT systems, including cabling and hardware, or cloud services to support expansion and better network services. Our Information Communications Technician apprenticeship programme integrates six modules of technical training with work-based projects. This ensures that learning and skills are directly applied to the apprentice’s role and maximises the time used as part of off-the-job training.

Training Outcome:

Possibility of a permanent position at the end of the apprenticeship, however this is not guaranteed and will depend on business needs at the time.

Employer Description:
Who we areCastle Trust was launched in 2012, offering investment products and specialist mortgage finance. In 2017, we expanded our services to include point of sale retail finance, through the purchase of Omni Capital Retail Finance. In June 2020, we proudly received our banking license and became Castle Trust Bank. Today, our range include savings and Cash ISA accounts, specialist bridging and term mortgages, and retail finance.

Working Hours :
Monday to Friday.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Problem solving skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Initiative