• Employer Name
    Actual Experience
  • Distance from academy
    • 12.8 Miles
    • 40 Minutes
  • Address
    Bath BA1 5BB, United Kingdom

Job Description

Service Desk Support Analyst to provide support to the Service Desk Manager for dealing with customer incidents and diagnosing software application issues. The role would suit a candidate with excellent communication skills who has been used to providing user support and answering a wide range of queries relating to software applications.
  • Provide a high level of customer service to our customers.
  • Learn our applications and services to provide technical support.
  • Operate our Service Desk portal for incident management and customer communications.
  • Work to predefined procedures and respond to customer within agreed SLAs.
  • Liaise with developers and other company members to highlight and resolve issues within the applications.
  • Assist team in maintaining a knowledge base detailing resolutions for common issues and requests.

Work a shift pattern that will include weekends and evening/night shifts for 24/7 coverage.

Working Week

Monday to Friday with longer term progression opportunity to join the out of hours shift team.


Requirements & Prospects


A minimum of 5 GCSE’s C and above Including Maths and English (or equivalents)

Desired Skills

• Keen interest in Information Technology.
• Proactive approach to customer service and self-motivated.
• Good administrative skills.
• Strong communication skills.
• Good organisational skills.
• Ability to work shift work and evening/night work.

Personal Qualities

• Previous experience within an IT helpdesk role or working to agreed SLAs.
• Previous Application Support experience.
• Good knowledge of Windows, Linux or Mac OS troubleshooting.
• Knowledge of Networking protocols.
• Open to development of personal IT skill set via training.

Future Prospects

• 4 days on, 4 days off working scheme. • Permanent role within an exciting technology services company. • Full training provided as well as continued development of employees’ IT skill set. • Employee benefits package, including gym membership.

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


Throughout the duration of your Apprenticeship (typically 15 months) you will be required to attend the 3aaa Technology Academy in for 30 days of training across five months featuring structured training. The remainder of your training will be completed in the workplace with your Employer. You will work towards a Level 3 Apprenticeship standard – Infrastructure Technician. The qualifications consist of:
• Level 2 Functional Skills English and Maths (if applicable)
• Knowledge Module 1 - Networking and Architecture
• Knowledge Module 2 - Mobile and Operating Systems
• Knowledge Module 3 - Cloud Services
• Knowledge Module 4 - Coding and Logic
• Knowledge Module 5 - Business Processes
• One vendor certification selected based on your job role and individual capabilities (Typically a Microsoft Technical Associate (MTA) certification)
Knowledge Modules are specified by the British Computer Society (BCS)

Qualification Gained

Advanced Apprenticeship (Level 3)