IT Service Desk Analyst Apprentice

Service desk support: Act as a first point of contact for IT support via phone and self‑service portal. Log, categorise, prioritise, and update incidents and service requests within the ITSM tool Resolve common IT issues at first contact, following documented procedures. Escalate complex or unresolved issues in line with defined escalation paths. Ensure users are kept informed of progress in a professional and timely manner Learning & apprenticeship commitment: Participate fully in the apprenticeship programme. Complete required learning activities, assessments, and reviews. Apply learning directly to day‑to‑day service desk activities. Use feedback constructively to improve performance and capability Process, security & documentation: Follow approved standard operating procedures, runbooks, and working practices Maintain accurate and complete ticket records. Contribute to knowledge articles as skills and confidence develop. Comply with information security, confidentiality, and data protection requirements Team & professional behaviours: Work collaboratively with colleagues across the service desk and IT teams. Demonstrate professionalism, reliability, and a customer‑focused mindset. Show willingness to ask questions and seek support when required

Training:

Why choose AI & Digital Support?

This programme brings together AI, Microsoft Copilot and broader digital skills to provide support and advice to users across a wide range of business software and Generative AI applications, enhancing digital transformation and increasing AI literacy across your organisation.

Accelerate AI adoption Streamline productivity Champion innovation

The AI & Digital Support programme integrates live and online workshops with self-paced learning, employing a guided discovery approach for individual learner contexts.

Learners are assigned a Digital Learning Consultant (DLC) for personalised coaching and support. These specialists ensure their successful progress, wellbeing, and readiness for assessments.

Apprentices will learn to use a variety of tools and technologies, including:

Microsoft 365 Microsoft Copilot SaaS (Software as a Service) applications.

Training Outcome:
On successful completion of the apprenticeship, the individual may progress into an IT Service Desk Analyst role, subject to performance and business need

Employer Description:

We are a leading, global performance metallurgy business, improving properties and extending lives of our customers’ products through advanced thermal and surface processing. Bodycote offers materials solutions for virtually every market sector with a focus on aerospace and defence, automotive, energy, industrial, consumer and medical.

Working Hours :
Monday - Friday, 9.00am - 5.00pm, with an hour’s unpaid lunch break

Skills:
Communication skills,IT skills,Organisation skills,Customer care skills,Problem solving skills