Apprentice Operations Support Analyst

Unum; Dorking; On-site; GBP 16,000 - 20,000; Full time

Job summary

Unum is offering an entry-level Operations Support Apprenticeship in its Modern Workplace team. The role is designed for someone starting a career in IT, with learning opportunities spanning devices, Microsoft 365, meeting room tech, and user support.

No prior IT experience is required; you will receive guidance, training, and development throughout the 24-month program. You’ll gain hands-on experience, access coaching, and log tickets while building confidence in customer service and

Qualifications

• GCSEs and willingness to learn.
• Eligible to work full-time in the UK.
• Interest in IT and starting a career in tech.
• Good communication and reliability.
• No prior IT experience required; training provided.

Responsibilities

• Review incidents and service requests in ServiceNow and perform basic troubleshooting.
• Provide first-line in-person and remote support, escalating complex issues.
• Assist with device setup, laptop prep and asset recording.
• Support Microsoft 365 queries and everyday collaboration tools.
• Assist with Microsoft Teams Rooms and meeting room technology.
• Record actions and escalate when issues require escalation.
• Contribute to knowledge articles and user guidance.

Skills

Technically Curious

Great Communicator

Customer-Focused

Organised

Team-Oriented

Policy-Compliant

Willingness to Learn

Positive Attitude

Education

GCSEs

Level 3 Qualification (T Level/A Level/VOC/Apprenticeship)

UK Residency 3+ Years

Eligibility to Work in UK Full-Time

Job description

What will you be doing? Purpose: This is an entry-level apprenticeship role within the Modern Workplace team, designed for someone beginning their career in IT. The apprentice will learn how to support colleagues with everyday IT technology needs, while developing practical technical skills, customer service confidence and an understanding of workplace IT services. The role does not require previous IT experience. The apprentice will work under close guidance from experienced team members, following agreed processes and gradually building knowledge across devices, Microsoft 365, meeting room technology, ticket handling and user support. The focus is on learning, asking questions, developing good working habits and providing friendly, reliable support. What will you bring? Operations Support Apprenticeship - Launch Your Career in Workplace Technology Are you interested in technology and ready to begin your career in IT? Join the Modern Workplace team as an Operations Support Apprentice and learn how to provide friendly, reliable support for the everyday technology colleagues use across the business. Why This Role Matters Modern workplace technology helps colleagues stay connected, collaborate effectively and do their best work. In this apprenticeship, you will learn how devices, Microsoft 365, meeting rooms and support services work together, while developing practical technical skills and customer service confidence. As part of the Modern Workplace team, you'll:

Responsibilities

• Learn to Handle Support Requests - Review incidents and service requests in ServiceNow, gather information and carry out simple troubleshooting with guidance.
• Help Colleagues with Everyday Technology - Provide friendly first-line support in person and remotely, escalating anything complex to experienced team members.
• Get Hands-On with Devices - Help prepare laptops, check equipment, update asset records and support basic device setup.
• Build Microsoft 365 Knowledge - Support common queries involving Outlook, Teams and basic collaboration tools.
• Support Meeting Room Technology - Observe and assist with Microsoft Teams Rooms and basic presentation equipment.
• Use Remote Support Tools - Help colleagues with straightforward technology issues using approved tools under guidance.
• Keep Clear Records - Record what was reported, the action taken and when an issue was escalated.
• Create Helpful Guidance - Help maintain simple knowledge articles and user guidance as your learning develops.
• Support Colleagues On Site - Welcome colleagues at Tech Bars, deskside support areas and office locations, helping to log or resolve straightforward queries.
• Learn Safely and Professionally - Follow team procedures, information security requirements, data protection guidance and company policies.
• Develop Through Your Apprenticeship - Take part in learning, coaching sessions, team meetings and development activities.

Skills You'll Develop

• Incident & Request Handling - Learn how to review, update and progress ServiceNow tickets.
• First-Line Troubleshooting - Build confidence in investigating straightforward technology issues and knowing when to elevate.
• Device Support - Develop practical knowledge of laptops, mobile devices, printers and basic workplace hardware.
• Microsoft 365 Support - Help colleagues with Outlook, Teams and everyday collaboration tools.
• Meeting Room Technology - Gain experience supporting Microsoft Teams Rooms and presentation equipment.
• Asset & Setup Activities - Learn how devices are prepared, recorded and issued accurately.
• Knowledge & Communication - Write clear ticket updates, guidance notes and simple knowledge articles.
• Customer Service - Develop a patient, helpful and professional approach to supporting colleagues.

We're looking for someone who is ready to learn and brings a positive mindset to their first role in IT:

Personal attributes

• Technically Curious - You are interested in how technology works and willing to ask questions.
• Great Communicator - You listen carefully and explain information clearly.
• Customer-Focused - You are friendly, patient and committed to helping colleagues.
• Careful & Organised - You follow instructions, record information accurately and complete tasks reliably.
• Confident to Ask for Help - You seek guidance and elevate when you are unsure.
• Team-Oriented - You work well with others, share learning and contribute positively.
• Policy-Compliant - Follow company policies, information security requirements and data protection guidance in all activities.
• Professional & Positive - Demonstrate curiosity, reliability, professionalism and a positive attitude while building confidence in the role.
• Committed to Learning - Take responsibility for apprenticeship learning, coaching and development activities with appropriate support.

The Grit That Gets It Done

• An Interest in Technology - A genuine willingness to learn how IT services support the business.
• Basic Computer Confidence - Some familiarity with email, Microsoft Teams and everyday office applications.
• Clear Communication - Good written and verbal communication with a friendly, helpful approach.
• A Reliable Approach - The ability to listen, follow instructions, stay organised and complete tasks with support.
• A Willingness to Learn - Confidence to ask questions, seek guidance and develop new skills.
• A Customer-Focused Mindset - Patience and a willingness to help colleagues with different levels of technical confidence.
• Education or Equivalent Experience - GCSEs, college study or equivalent experience are acceptable; willingness to learn is more important than formal IT experience.
• Useful Experience - Customer service, school, college, voluntary or work experience is helpful but not essential.

What You'll Bring

This is an entry-level opportunity, and previous IT employment is not required. This role is designed for someone starting their first career in IT. Success will come from curiosity, reliability, a willingness to learn and a genuine interest in helping colleagues use workplace technology confidently. We're looking for motivated individuals who are ready to take the next step in their tech journey. To join this apprenticeship, you'll need:

• Maths & English at Level 2 - A solid foundation in core subjects to support your learning and communication.
• Currently Studying (and about to complete) A Relevant Level 3 Qualification - This could be a T Level, A Level, BTEC, NVQ/SVQ Level 3, or a Level 3 Apprenticeship-ideally in an IT or technology-related subject.
• Be available for full-time work from December 2026 when our apprentice roles start.
• Have lived in the UK or European Economic Area (EEA) for at least 3 years by the start of the apprenticeship in December 2026.
• Be eligible to work full-time in the UK for the entire duration of the apprenticeship.
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• Duration of apprenticeship: 24 Months (plus end point assessment)
• Training Provider: West Thames College

We're a specialist employee benefits provider, striving to create healthy, happy workplaces. As part of the international Unum Group, we're on a collective mission to help the working world thrive., Unum UK

Why join us?

At Unum, we've created a workplace where people feel supported to progress and grow, and can see their ambitions coming to life.