Apprentice 1st Line IT Service Desk Analyst

Do you have a passion for problem-solving, or maybe you’re the tech-expert amongst your friends? Gamma is on the lookout for a 1st Line IT Support Apprentice who’s ready to be at very centre of the company’s IT team where you will gain the skills to develop into a capable IT professional. 

Main purpose of role: 

The role will focus on offering technical support and customer service to employees at Gamma. The main responsibility will be to manage IT requests and incidents, also known as ‘tickets’, working to resolve them in a timely manner and making sure Gamma’s team can stay connected and productive online.  

The purpose of this apprentice position is to develop your skills over time until you are able to move into an experienced 1st Line IT Administrator role. As an apprentice you will receive guidance and support from your manager and team to eventually become independent in your role. 

Key responsibilities: 

You will be taught everything you need to know, especially the technical knowledge, however, as an apprentice, you can expect to:   

• Build laptops and accounts and complete the IT enrolment for each new employee. 
• Become the first point of contact (1st line) for all IT Service requests and issues. 
• Develop the skills to quickly and accurately solve reported issues and requests, giving a solution where possible. 
• To help employees in using Gamma IT systems, this could also involve training other employees.  
• To document interactions within the ticket management tool. 
• To make sure Gamma policies and processes are being followed.  

Are you someone who: 

• Has a demonstrable interest in the IT sector, this could be anything from building your own computer, to gaming, or dabbling in coding. 
• Has excellent written and verbal communication skills. 
• Is capable of managing time effectively and working under pressure to meet tight deadlines. 
• Has strong problem-solving skills. 
• Is self-motivated with a sense of ownership of your work. 
• To be successful in this role, you do not need any formal qualifications or experience. 

Skills you will gain: 

Upon completion of the apprenticeship, you will gain a diverse set of skills, including: 

• Knowledge of how to raise purchase orders. 
• Communicating with both technical and non-technical colleagues to fix IT issues. 
• Excellent decision-making skills – you will be able to determine the next steps that need to be taken when someone logs an incident or request, and whether to ask more senior 2nd or 3rd lines for support. 
• Thinking outside the box on how to improve and develop the IT Service Desk. 
• Communicating with colleagues through multiple different formats, such as email and phone. 

Please note, you are unable to apply for this apprenticeship if you have already attained one of the following:  

• Cambridge Introductory and Foundation Diploma in IT 
• Cambridge Technical and Extended Technical Diploma in IT  
• COMPTIA - Cloud+  
• COMPTIA - Security  
• L3 - Advanced Level Apprenticeship in IT  
• Application Specialist - Digital Technology solutions Degree 
• Application Specialist - Digital Technology solutions MSc 

Please also note, that this job description is not exhaustive, and you may be asked to undertake additional duties as reasonably requested by your line manager. As a junior Apprentice 1st Line IT Administrator you will have plenty of opportunities to learn and grow in your role, and Gamma will provide you with all the support you need to develop your skills and progress your career.