Apprentice IT Service Desk Analyst 1st Line

About The Role

Role:
Apprentice IT Service Desk Analyst 1st Line

Location:

Swinton – Manchester (M27 8JU
)

Contract Type:
Apprenticeship

Hours:

9am – 5pm

Salary: £25,000 per annum

Are you proactive, enjoy solving problems, and want to work in a fast‑paced IT environment, we’d love to hear from you!

We are looking for an IT Service Desk Analyst to join our team! If you enjoy helping people and solving IT problems, this could be the perfect role for you.

As an IT Service Desk Analyst, you will be the main contact for all IT‑related questions and issues from both internal and external customers. You will provide advice and technical support, troubleshoot problems, and log all customer interactions. You’ll also escal ate issues when necessary to make sure everything runs smoothly.

• Act as the first point of contact for all IT‑related queries and issues.
• Log and manage IT tickets, keeping customers informed.
• Provide IT support for Microsoft‑based environments, Office 365, and mobile devices.
• Help set up and troubleshoot workstations and network issues.
• Manage user accounts and mailboxes in Office 365 and Active Directory.
• Support remote users and resolve issues using tools like Go To Assist  and Microsoft Teams.
• Maintain the asset database and manage SharePoint for staff and customers.
• Escalate unresolved issues to the appropriate team.

• Previous Incident Management experience including the management of raised tickets, managing customer expectations, and keeping the customer informed.
• Experience of using IT Service Management tools such as Service Now, Remedy, Service Desk Plus etc.
• Experience of using Office 365 within a support environment.
• Strong knowledge of Active Directory and Exchange.
• Experience with troubleshooting network issues like Wi‑Fi disruptions.
• Able to follow procedures and create clear, helpful documentation.
• Excellent customer service and communication skills.

• Life assurance
• Annual leave entitlement (starting with 20 – 25 days + bank holidays)
• Contributory pension scheme
• Share save scheme
• Paid volunteer day
• Long service recognition
• Eyecare voucher
• Retail discounts
• Family leave
• Employee assistance programme

We welcome applications from people of all backgrounds and abilities. Reasonable adjustments can be provided throughout the recruitment process and in the workplace. I f you require this advert or application process in a different format, or need any adjustments, please let us know, we’re here to support you.

As a Disability Confident employer, we guarantee an interview to applicants with a disability or health condition who meet the essential criteria, where it is fair and appropriate to do so.