IM&T - Apprentice Service Desk Analyst

About the Role

Our Group IM&T Service Desk plays a crucial role in supporting our teams to deliver exceptional care. As an Apprentice Service Desk Support Analyst, you’ll provide first-line support, handling incidents and requests while working towards a Level 3 Cloud Support Specialist qualification.

This role offers hands-on experience, a supportive environment, and the chance to build a career in IT.

Totally PLC works in partnership with the NHS, delivering high-quality healthcare services across the UK. We provide a full range of urgent care services, including NHS111, GP Out-of-Hours (GPOOHs), Clinical Assessment Services (CAS), and Urgent Treatment Centres (UTCs).

Your Day to Day

• Logging, resolving, and escalating service desk tickets using a professional ticketing system.
• Delivering first-line support via telephone, email, and face-to-face interactions.
• Configuring, maintaining, and installing hardware and software (Windows 10/11 and Microsoft Office).
• Managing user accounts and permissions in Active Directory.
• Providing support for mobile devices (Android/iOS), VOIP systems, and printers.
• Handling stock management and equipment ordering.
• Assisting with projects and change initiatives alongside the management team.
• Troubleshooting basic networking issues, including Wi-Fi and DHCP.
• Creating and updating support documentation and user guides.

Qualifications, Experience & Training

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Passion for working in IT and with technical systems
• Customer service environment
• Excellent communication skills
• Working as part of a team
• Ability to communicate effectively with Stakeholders at all levels
• Ability to effectively explain technical concepts to non-technical people

Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

Reward & Benefits

• 25 days annual leave (plus 3 buy back days)
• My Totally Rewards (online discount portal),
• 6% Employer Pension contribution,
• Share save scheme,
• Opportunities for career development,
• Employee assistance program,
• Virtual GP Services - 24/7 GP Appointments,
• WeCare Wellbeing