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IT Apprentice

Employer description: 

Founded in 1861, we’re the UK’s largest mutual life, pensions and investment company. Our award-winning customer service and our mutuality means we can give customers that little bit more, and you can trust us to be there for you when it counts. 

Vacancy overview:  

As an apprentice you will be developing the skills and building experience to support IT staff in provide Infrastructure support to other areas of the Royal London group. 

Main role and responsibilities: 

  • Service Information Analysis - Working as part of the Service management team to develop the knowledge and experience of key tasks and responsibilities throughout IT Service Management; providing non-technical support, reporting & analysis of infrastructure services across the group 
  • Service Desk support – Building customer service & IT experience / knowledge working as part of the Service desk team to troubleshoot incidents / issues using remote tools & attempting to resolve issues at first point of contact 
  • Expected to attend classroom training throughout the duration of the apprenticeship
  • Expected to attend MTA & BCS examinations 
  • Awareness of incident classification, business impact and SLA’s 
  • Developing good business relationships with IT resolver teams and 3rdparty suppliers
  • Developing knowledge, awareness and practice of Service Management industry standards and frameworks such as ITIL 
  • Provide internal MI data & analysis on a range of topics: major incidents, service availability, open problem records, weekly reports, etc.
  • Provide non-technical support 
  • Troubleshooting incidents/issues using remote tools and attempting to resolve the issue at first point of contact 
  • Progressing service requests such as account administration requests using industry standard tools such as Active Directory 
  • Liaising with 3rd parties to log, progress and resolve issues 
  • Acting as the single point of contact for customers 
  • Helping to identify and manage serious service affecting issues, creating communications and providing updates to key users during and after major incidents 

Desired skills: 

  • Understanding RLG business and the complex IT Estate 
  • Understanding of GDPR regulation 
  • Understand and applies basic personal security practice 
  • Follows code of conduct, ethics and organisational standards 
  • Aware of health and safety issues 
  • Analytical skills 
  • A methodical, step by step approach to resolving issues 

Personal capabilities: 

  • Commitment to self-development and continual learning 
  • Excellent customer service skills 
  • Excellent team working skills 
  • Good task/time management skills 
  • The ability to work under direction and determine when to escalate issues 
  • Good organisational skills - able to plan and prioritise own work and deliverables 
  • Good stakeholder skills, is able to effectively listen and communicate to immediate peer group and senior managers 
  • Ability to build & maintain relationships 

Desired qualifications: 

  • 5 x GCSE’s including a minimum of grade C / 4 in English & Maths 
  • Competency in Microsoft Office applications – Word, Excel, PowerPoint 


  • Reflect the Spirit of Royal London values through demonstrating positive behaviours in relation to your objectives and all stakeholders 
  • Take ownership of your own development by ensuring that you have a clear and defined development plan that you continually review and work towards 
  • Understand company’s core values (e.g. collaboration, trustworthiness, collaboration and achievement) and display them in all activities undertaken and interactions with people at all levels within and external to the business
  • Take ownership of own development and proactively seek opportunities to develop both the role and themselves
  • Participate in team working and taking opportunities to take ownership of activities or lead when appropriate 


  • Free parking 
  • On site canteen 
  • On site gym 

Important Information: 

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education. 

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years. 

IT Apprentice

Apprenticeships, Advanced Apprenticeship

Published on 29 May 2020