Apprentice IT Service Support Analyst

The National Archives

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  • Apprenticeships
  • IT
  • Technology
  • Technician

An opportunity to develop your skills at one of the world’s leading digital archives.

Given the increasing importance technology has in all our lives, we’re working to transform the way we deliver our services. IT will play an essential role. As an Apprentice IT Service Support Analyst, we’ll take your raw talent and help build on your skills and passion for technology, so that – together – we’ll make a real difference to how IT brings our archives to life for the ever-evolving needs of our users.

About the role:

As an Apprentice, we’ll help you gain the confidence you need to deliver 1st and 2nd level IT customer support. If this sounds at all daunting, it isn’t. We’ll support you every step of the way with on the job learning and by attending industry recognised training courses, which you can then apply in the workplace. And before you know it, you’ll be tackling everything from incident resolution, to technical support and offering advice over the phone, to handling incidents and requests. You’ll even diagnose and seek technical solutions for some of our first-fix resolutions, whilst learning when you need to escalate queries that aren’t quite within your scope… yet. It’s an 18 month apprenticeship that’s designed to bring out the best in you and put you on track to a promising IT career with us.

About you:

Essentially, you’ll need a grade C or above in at least 5 GCSEs including English, mathematics and a science or technology subject. Beyond that, we’re looking for a general understanding of ICT and a passion for new technology. As this is all about improving what we do and how we deliver, any customer service experience would be fantastic, yet it’s not essential. As long as you’re a good communicator, easy to get along with and like to do things to the best of your ability, that will translate into great customer service. The nature of the work does however mean you need to be analytical. You’ll also need to be a logical problem-solver, good at working within deadlines and like juggling tasks. Bring us all this, along with a willingness to learn and a readiness to embrace new opportunities, and we’d love to hear from you.

Just a 10 minute walk from the Overground and Underground stations, and you can expect an excellent range of benefits. They include 22 days’ annual holiday rising to 25 days after 1 year (plus 10 ½ additional days of public and privilege holidays), pension, flexible working, discounted bookshop and software, free admission to Kew Gardens as well as many museums and galleries, bicycle loan and interest free annual season ticket loan. We also offer wellbeing resources (e.g. on-site therapists) and have an on-site gym, restaurant, shop and staff bar.


Application closed

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