IT Support Analyst Apprentice

About The Delta Group

We are Europe’s leading visual communications specialist delivering dynamic multichannel marketing services to brands and retailers across the globe. Our model combines insight, creative, production, execution, and optimisation to provide clients with a broad range of effective and impactful point‑of‑purchase visual communications.

We are invested in understanding the complex and dynamic challenges facing brands and retailers and our services are specifically designed to navigate this complexity and boost competitiveness across multiple markets and languages. We’re owner‑managed and independent, leading small teams of influential thinkers, meaning that we have the agility of a small business but the resources of a large one. Our belief is that in a changing industry, we must be a company that can change with it.

The IT Support Analyst Apprentice is an entry‑level, first‑line support role focused on delivering excellent customer service and being the welcoming, helpful face of IT for The Delta Group. This role is ideal for someone starting their IT career who is enthusiastic, approachable, eager to learn, and ready to help colleagues with day‑to‑day technology issues. Reporting to the Senior Support Analyst, with a dotted‑line into and day‑to‑day guidance from the IT Systems & Support Engineer, the role will provide basic first‑line support, log and triage tickets, help users with common IT requests, and escalates issues to the IT Systems & Support Engineer where further technical knowledge is required.

The successful person will be the first to step forward when someone needs help, whether that is at the desk, over the phone, through the service desk, or when a colleague walks into the room.

• Be the first point of contact for colleagues needing IT help, providing a friendly, helpful, and professional service
• Welcome users who visit the IT area and take ownership of understanding what they need
• Log, update, and manage basic incidents and service requests through the service desk system
• Provide basic first‑line support for common issues such as passwords, access, printers, laptops, mobile devices, and Microsoft 365
• Escalate issues promptly to the IT Systems & Support Engineer when further technical support is required

• Support basic setup of laptops, desktops, mobile phones, headsets, monitors, and other IT equipment
• Assist with new starter setups, leaver checks, desk moves, and equipment handovers under guidance from the IT team
• Help users connect to Wi‑Fi, printers, meeting room equipment, and standard business applications
• Carry out simple checks and routine support tasks to keep equipment organised, labelled, asset‑recorded, and ready for use
• Keep users informed, reassure them where needed, and make sure they know what will happen next

• Record clear notes on tickets so the IT team can understand the issue and what action has already been taken
• Prioritise requests appropriately and ask for help when unsure
• Communicate clearly and politely with users, avoiding jargon wherever possible
• Follow up with users to confirm issues are resolved or to provide updates on progress
• Learn when to resolve, when to ask questions, and when to escalation first to the IT Systems & Support Engineer

• Complete apprenticeship learning, training tasks, and development activities alongside the day‑to‑day role
• Learn the basics of Microsoft 365, Windows, device management, networking, printing, and IT security
• Follow IT processes, security guidance, and company policies when supporting users
• Ask questions, take notes, and build confidence by learning from the wider IT team
• Develop strong habits around communication, documentation, accuracy, and customer care

• Keep basic records accurate, including ticket updates, asset management records, equipment allocations, equipment loans, and user requests
• Help maintain simple how‑to guides, checklists, and notes for common support tasks
• Support the IT team with…