Job Summary
  • Salary
    £136 (per week)
  • Location
    Bourne, Lincolnshire
  • Sector
    Technology Level 3
  • Duration
    15 Months
  • 1 Position Available
  • Closing Date
    22nd December 2016
  • Employer Name
  • Distance from acadmey
    • 15.4 Miles
    • 27 Minutes
  • Address
    Bourne PE10 0FF, United Kingdom

Job Description

An exciting opportunity for an Apprentice support desk analyst for an established IT company Redbrick IT based in Bourne.

The apprentice support desk analyst will be responsible for the following:


  • Provide timely and effective telephone and remote support to customer networks and systems to maintain their business continuity and meet or exceed both customer expectations and any relevant Service Level Agreements as required by the department management.


  • Take responsibility for your support requests until successful resolution or as directed by the Technical Director, Senior Helpdesk Analyst or Service Delivery Manager. Liaise with external organisations as necessary to effectively resolve customer issues whilst always retaining ownership of the original support request.


  • Maintain regular communication with customers during resolution of support requests and inform them of progress toward the resolution of their issue which may impact on their business activities.


  • Ensure any support requests that cannot be resolved remotely but require a site visit are only allocated to a Network Engineer after liaising with either the Senior Helpdesk Analyst, Service Delivery Manager or Technical Director regarding engineering availability.


  • Accurately record details of all tasks carried out including actions taken and time spent resolving issues, and keep site documentation up to date.


  • Present a professional positive and polite telephone manner when communicating with customers, suppliers and colleagues at all times.


Main Position Activities:

  • Provide remote and telephone support to customer networks and systems in direct response to customer requests for assistance using approved remote connection tools. Resolve such requests for assistance within agreed timescales or in accordance with published Service Level Agreements or as directed by the Technical Director or department management.


  • Carry out remote configuration, software installation, problem resolution and upgrades of customer computer systems in response to requests for support.


  • Complete Daily Remote Monitoring checks and carry out remedial actions according to Service Level Agreements or as directed by the Technical Director or department management and within allocated timescales for the role.


  • Contact third party or external support organisations to effectively resolve customer issues.


  • Maintain accurate customer site records within company documentation systems to enhance the support we offer our clients.

Working Week

Monday to Friday 9am-5.30pm Flexibility is required


Requirements & Prospects


Ideally a minimum 4 GCSE’s C and above Including Maths, English and ICT (or equivalents)

Desired Skills

• A basic understanding of computers and the desire to learn and progress.

• Able to effectively communicate with team members, customers and managers and promote ideas and innovation.

• Methodical and adaptable approach to problem solving, must show initiative and resourcefulness when presented with unusual conditions.

• Possess a business-like and professional telephone manner.

• Ability to translate reported problems and symptoms and successfully identify and resolve technical issues.

Personal Qualities

• Adaptable and flexible approach to a fast changing and dynamic work environment.
• Positive attitude
• Motivated

Future Prospects

Potential to progress onto level 4

  • Apprenticeship Length
    15 Months
  • Training Provider
    Aspire Achieve Advance Ltd
  • Academy Location


Throughout the duration of your Apprenticeship you will be required to attend the 3aaa Technology Academy in Peterborough for up to 8 weeks on a block release basis for structured training. The remainder of your training will be completed in the workplace with your Employer. You will work towards a Level 3 Trailblazer – Infrastructure Technician. The qualifications consist of:
• Edexcel Advanced Apprenticeship in IT, Software, Web and Telecoms
• L3 Diploma in ICT Professional Competence
• L3 Extended Diploma in ICT Systems and Principles
• Level 2 Functional Skills English and Maths (if applicable)
• BCS Foundation Certificate in Networking and Architecture Principles (Knowledge Module 1)
• BCS Foundation Certificate in Mobile and Operating Systems (Knowledge Module 2)
• BCS Foundation Certificate in Cloud Services (Knowledge Module 3)
• MTA in Software Development Fundamentals or HTML5 App Development Fundamentals (Knowledge Module 4)
• BCS Foundation Certificate in Business Processes (Knowledge Module 5)

Qualification Gained

Advanced Apprenticeship (Level 3)