ICT Service Desk Analyst Apprentice (Apprenticeship)
| Posting date: | 15 January 2026 |
|---|---|
| Salary: | £12.82 per hour |
| Hours: | Full time |
| Closing date: | 13 February 2026 |
| Location: | Basingstoke, RG21 4HG |
| Company: | GetMyFirstJob Ltd |
| Job type: | Apprenticeship |
| Job reference: | 276646 |
Summary
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 judgement.
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 to their customer.
The Network Technician role is usually desk based but may involve visits to client's 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.
The modules include:
Networking Essentials
Cloud Services
Mobile and Operating Systems
Technology and Business
Scripting and Automation
EPA Readiness Training
For each module, learners benefit from attending small, scheduled Live Online classes taught by a subject matter specialist, combined with additional online learning that can be completed at their own pace. Each of our live classes are interactive and involve lots of practical discussion, giving learners quality time both with tutors and industry peers to spark new ideas and get new perspectives. Learners get practical lab time to hone their skills and learn from each other, as well as their tutor.
An apprenticeship has to be relevant to the job you are undertaking and you must dedicate time to off the job training, as well as completing knowledge, skills and behaviours associated with your apprenticeship.
Qualifications required
GCSE's grades 9/A* - 4/C including Maths and English.
Skills required
What is important to us is that you have a passion for all things technology and fixing things when they might go wrong.
An understanding of the working of the Windows operating system and Office/O365 will stand you in good stead to exceed in this opportunity.
If you have knowledge of how devices are built, configured and managed, this will only benefit you. Any previous experience in desktop support would be advantageous, but not essential.
Prospects
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.
Qualification / Standard : ST0973 Information communications technician
Duration 18 months
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 judgement.
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 to their customer.
The Network Technician role is usually desk based but may involve visits to client's 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.
The modules include:
Networking Essentials
Cloud Services
Mobile and Operating Systems
Technology and Business
Scripting and Automation
EPA Readiness Training
For each module, learners benefit from attending small, scheduled Live Online classes taught by a subject matter specialist, combined with additional online learning that can be completed at their own pace. Each of our live classes are interactive and involve lots of practical discussion, giving learners quality time both with tutors and industry peers to spark new ideas and get new perspectives. Learners get practical lab time to hone their skills and learn from each other, as well as their tutor.
An apprenticeship has to be relevant to the job you are undertaking and you must dedicate time to off the job training, as well as completing knowledge, skills and behaviours associated with your apprenticeship.
Qualifications required
GCSE's grades 9/A* - 4/C including Maths and English.
Skills required
What is important to us is that you have a passion for all things technology and fixing things when they might go wrong.
An understanding of the working of the Windows operating system and Office/O365 will stand you in good stead to exceed in this opportunity.
If you have knowledge of how devices are built, configured and managed, this will only benefit you. Any previous experience in desktop support would be advantageous, but not essential.
Prospects
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.
Qualification / Standard : ST0973 Information communications technician
Duration 18 months