Service Desk Analyst Apprentice

Type: Apprentice
Region: North East

Employer description:We are a Managed Service Provider (MSP) based in North Shields, supporting companies across the UK with their IT equipment, and providing cloud services, communications, and a range of other related services.


North Shields, NE29 7SE

You will be based in our North Shields office and will be required to attend client sites on occasion, with a company vehicle being provided for these journeys.

Overview:We are a forward-thinking company with a growth mindset, seeking an apprentice service desk analyst to join the team in providing excellent IT remote support to our clients.

This is an excellent opportunity for someone to join our great, supportive service desk team and undertake a level 3 IT Support Technician Apprenticeship. You will become a valued member of the team at the forefront of our technical support desk, while gaining industry recognised certifications through the apprenticeship training program.

You will need a passion for IT; an understanding of excellent customer service; an enthusiastic, positive attitude; and the willingness to talk to people, exhibit confidence, and work at a high level with varied customers and technologies.

Daily responsibilities: [will include:]

  • First point of contact for customers reporting IT issues via a multitude of channels (including phone, email, and customer portals)
  • Providing excellent customer service
  • Raising, prioritising, and working on support tickets
  • Configuration of new client devices
  • Providing remote and onsite support to a variety of clients
  • Following and creating documentation and processes

What we are looking for:Required skills / qualities:

  • Excellent written and verbal communication skills
  • A keen interest in learning and working with new IT technologies
  • A positive attitude with a willingness to speak up and ask for help and the ability to engage others in conversation
  • A focus on customer service
  • Good time organisation
  • Attention to detail
  • A logical approach to various issues

Whilst having a driving licence is not required, it would be extremely beneficial.

Entry requirements:

  • 3 GCSE’s (or equivalent) at grades 4+ (A-C) in any subject
  • GCSE Maths and English (or equivalents) at grades 3+ (D or above)
  • Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

For more information, please visit the UK ENIC website.


  • A competitive starting salary of 15,000 per annum
  • 20 days holiday, plus bank holidays and never work your birthday
  • Bonus scheme paid every 6 months (Directors Discretion)
  • BUPA private medical care after passing probation
  • A clear progression path for after your apprenticeship, helping you progress your IT career
  • Free gym membership
  • Company funded events / nights out

Equal:eastQuay IT is an equal opportunity employer committed to creating a culture that respects and values each others differences; promotes dignity, equality, and diversity; and encourages individuals to develop their true potential.

Future prospects:

90% of QA Apprentices secure permanent employment after finishing their apprenticeship.

Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

Important information:

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we’re a top 50 training provider, dedicated to helping you succeed.

Apply now!

Job Overview
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