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IT Support Analyst Apprentice

Employer description:

Norsk is a privately owned independent company. For the past 25 years, we have worked hard to build what we believe is the best delivery provider in the UK. Our mission, simply put, is to give our customers the greatest range of quality led Export and Import services that they can consistently depend upon.

Using the best and most flexible technologies and with our extensive support team, we aim to become a valued and key part of our customer’s supply chain. By utilising our huge skills and knowledge base we will remove unnecessary costs and time wasting from their businesses, giving support, access to key information and a back‐up second to none.

Vacancy description:

An exciting opportunity has arisen for 2 IT Apprentices to play an important role within an ambitious IT team

We are looking for an enthusiastic individual who wants to develop in the IT department working towards achieving a Level 3 Infrastructure Technician Apprenticeship.

You will be involved in: User Support, User Training, Project Support, Data Services & Research & Development

Main role / Responsibilities: [will include but not be limited to]:

  • Logging support calls via telephone and email
  • Resolving 1st line incidents and requests
  • Effective ticket management and tracking using the Spiceworks ticket logging system
  • Ensuring all tickets are categorised to correct standards
  • Following internal processes for assigning tickets to the correct department or individuals

  • Ensuring all tickets are resolved to a high level of customer satisfaction
  • Providing regular feedback to customers regarding the status of their tickets
Providing exceptional communication between the service desk, end users and resolver groups
  • Proactive Management of tickets raised with 3rd party resolver groups
  • Meeting and exceeding customer specific service level agreements (SLAs)
  • Providing prompt escalation to 3rd Line Support/ Problem Management team as required
  • Utilising various remote takeover tools when necessary

  • Following internal processes for assigning tickets to the correct department or individuals

  • Following Security admin and information security processes
Following Sev-1 / Sev-2 escalations and notifications where appropriate

  • Working with Mitel phone systems (PABX & IP)
  • Providing training to customers and employees on our software/websites (Face to face and on the phone)
  • Troubleshooting issues with Apple and Android products (Laptops, Desktops, Phones, Tablets
  • Troubleshooting issues on PC’s, EPOS terminals and Printers within the building

Desirable Skills:

  • Office 365
  • Microsoft Office XP/2003/2007/2010- Word, Excel, Outlook & PowerPoint
  • Microsoft Office XP/2003/2007 - Word, Excel, Outlook & PowerPoint
  • Microsoft Windows XP/ Windows 7 Workstation/ Windows 10
  • Microsoft Exchange / Active Directory administration
  • MAC OS
  • Backup software
  • Knowledge of ADSL and Wi-Fi technologies
  • Mobile devices (Android & Apple)
  • Knowledge of networking concepts

 Personal Qualities:

  • 5 Year checkable work/ education history, with no unaccountable gaps.
  • Must already possess the Right to Work in the UK
  • Excellent business English verbal and written communications skills in all forms
  • Ability to work under tight time frames
  • Works well on their own and as part of a team
  • Self-motivated, independent and resourceful
  • Problem solver

Desired Qualifications:

5 GCSE's A*-C Grade including Maths and English

Working week: Alternative Shift Pattern: Mon – Fri: 09:00 – 18:00 / 10:00 – 19:00. - 40 hours per week

Salary: £14,500 Per Annum


  • Full time position if successful on apprenticeship.
  • Competitive Salary.
  • 20 days plus Bank/Public holidays.
  • Free on-site parking 

Future prospects:

92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programmes offer on-going development tracks.

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 Support Analyst Apprentice

Slough, UK
Full Time

Published on 22 Jul 2020

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