Apprentice Assistant Support Analyst

Suffolk County Council; Ipswich; Hybrid; GBP 25,000; Full time

Job summary

A local government authority in the UK seeks an Apprentice Assistant Support Analyst. This role involves providing IT support, investigating issues, and delivering excellent customer service. The apprenticeship is for 18 months, leading to a Level 3 Information Communications Technician qualification. Ideal candidates will have strong problem-solving skills and a commitment to learning. Benefits include annual leave, pension scheme, and flexible working options.

Benefits

Up to 29 days annual leave

Membership of competitive pension scheme

Travel and health benefits

Qualifications

• Interest in the IT industry and technical support.
• Ability to provide excellent customer service.
• Calmness and effectiveness under pressure.

Responsibilities

• Provide technical IT support to all customers.
• Investigate incidents and assist in implementations.
• Ensure compliance with data protection legislation.

Skills

Customer service ability

Problem-solving skills

Analytical thinking

Technical IT support

Education

GCSE Level 4/Grade C or above in English and Maths

Job description

• Suffolk County Council
• Address: Endeavour House, Ipswich IP1 2BX - Hybrid working
• Salary: £24,796 per annum (pro rata for part time)
• Hours: 37 hours per week - flexible working options available
• Contract: Fixed term or secondment up to 21 months (Apprenticeship)

When you join Suffolk County Council as an Apprentice Assistant Support Analyst we'll support your development from the start. We'll help you to play to your strengths, diversify your skills and build an influential and impactful career. With a variety of career paths and learning opportunities to explore, if you're motivated and passionate there's no limit to how far your ambition could take you.

Reimagine the possibilities.

Your role and responsibilities

• Providing technical IT support to all customers, ensuring that all necessary Service Desk procedures and data recording requirements are met for each enquiry.
• Acting as a customer advocate, taking appropriate action regarding the enquiry, including investigation and prioritisation through to resolution, or where necessary passing to appropriate colleagues in 2nd or 3rd line teams.
• Investigating incidents and assisting in the implementation of identified solutions e.g. installing hardware/software to meet customer requirements as instructed
• Answering varied and sometimes difficult queries, providing advice and solutions.
• Being proactive in identifying and fixing day to day issues on all devices and peripherals. This will involve the use of multiple hardware and software platforms. Calling on more experienced colleagues and external resources as necessary.
• Ensuring day to day incidents are resolved in line with IT processes and SLAs including liaising with customers to log, monitor and resolve issues as required.
• Making sure work allocated to the team and self meets deadlines and is of a high standard.
• Ensuring compliance with appropriate legislation e.g. data security, data protection, and Freedom of Information.

Your apprenticeship

• Apprenticeship course name - Level 3 Information Communications Technician
• Length of apprenticeship - 18 months + end point assessment

We welcome apprenticeship applications from all ages and backgrounds. There's no upper age limit - it's never too late to start developing new skills. We want to provide opportunities for anyone interested in launching or advancing their career.

The apprenticeship you're applying for must build on your qualifications. If you have experience in this field, the apprenticeship you're applying for must be at a higher level.

Read the Job and Person Profile (Word) and the Apprenticeship Recruitment Brochure. During the apprenticeship, you'll be working towards the role described in the Job and Person Profile. You will have the opportunity to receive hands‑on training and pursue certification. Completing your apprenticeship does not guarantee a full‑time position. However, we are dedicated to helping you find a job. You will have priority access when you apply for vacancies. This applies during the final 3 months of your contract.

You will need

• An interest in the IT industry and in providing technical IT support.
• The ability to provide excellent customer service either on the telephone or face to face.
• Problem‑solving skills and an analytical approach to your work.
• The ability to remain calm and effective under pressure, which is essential.
• GCSE Level 4 / Grade C or above is required for both English and maths.
• To be able to converse at ease with customers and provide advice in accurate spoken English which is essential for the post.

The team

• You will be part of the IT service desk team, whose main purpose is to provide prompt and courteous IT support to our internal staff and external partners and stakeholders.
• We are a supportive and friendly team and take pride in providing the best service we can.

Empowering Everyone

We're big believers in potential, possibility and the power of different ideas. We're always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report.

For more information

For an informal discussion, please contact Alex Birney (he/him), by calling 01473 296523 or emailing [e-mail].

If you want to apply for a secondment, read the secondment policy first. Make sure you get permission from your current manager before submitting your application.

How to apply

Step 1 - Read the Job and Person Profile (Word).

Step 2 - Click Apply Now' to start your online application.

Step 3 - Upload a supporting statement answering the following questions below (no more than 400 words per question). You should use the Supporting Statement template.

Question 1 - Tell us what skills you have learned whilst at school/college, volunteering and/or working that you think will be useful to you in this role and why?

Question 2 - Why would you like to work in IT?

Question 3 - Tell us about a time you helped others, what did you do and what happened as a result and what you could have done better the next time.

Question 4 - Why are you interested in working in working for Suffolk County Council?

Question 5 - What are you hoping to gain from this apprenticeship?

Question 6 - Using our WeAspire values (see bottom of JPP); tell us about a time or situation when you have demonstrated one of these values?

Step 4 - Upload a CV (without name and personal details).

Please note: Without a supporting statement and CV, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format.

We value authentic applications that showcase your genuine skills and experiences. Applications suspected of being generated by AI may be rejected. We encourage you to present your own work and ideas throughout the application process.

Do you need any reasonable adjustments to help you to apply? If you are disabled and/or have additional support needs, you can request reasonable adjustments. You can do this by contacting our Recruitment Team at [e-mail] or 03456 014412.

You can find examples of possible adjustments on our Reasonable Adjustment pages. If you're invited to the next stage, you'll have another chance to request adjustments.

Closing date: 11.30pm, 18 January 2026.

Interviews: 3 and 6 February 2026.

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts.

In return, you'll enjoy

• up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days
• membership of a competitive Local Government Pension Scheme (LGPS)
• travel, lifestyle, health and wellbeing benefits
• performance-related annual pay progression, in addition to an annual cost‑of‑living pay increase
• training and encouragement to expand your knowledge
• a variety of career development opportunities across our organisation
• diverse and active staff networks
• flexible working options, with the right to request flexible working from your first day

Plus lots more!

If you want to know more about our benefits, values and equality commitments please visit our Suffolk County Council careers website (careers.Suffolk.gov.uk).