IT Support Analyst Apprentice

Skern Training; Newcastle upon Tyne; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Hybrid role

Generous annual leave

Pension scheme

Great healthcare plan

Eye test and glasses coverage

Cycle to Work

Job summary

The National Lottery Community Fund is seeking an IT Support Analyst Apprentice to join their IT Support team in Newcastle upon Tyne. You will gain hands-on experience delivering IT services while training through an approved apprenticeship programme.

The role focuses on user support, service administration and maintaining high standards of customer service. Hybrid working with four days in the office, salary £25,878, and a structured training plan with opportunities to grow in IT support.

Qualifications

• Interest in IT and technology with a desire to build a career in IT support.
• Experience in customer service or service desk environment.
• Familiarity with procedural guidance and cyber security basics.

Responsibilities

• Log all calls in a timely and accurate manner per Service Desk processes.
• Resolve simple tickets via phone, email or portal with a customer-focused approach.
• Support incident resolution in line with SLAs and participate in team meetings.
• Engage in apprenticeship training, shadow experienced members and complete coursework.

Skills

IT support

Customer service

Communication skills

Education

GCSE maths and English (grade C/4 or above)

Tools

Microsoft Office (Excel, Word)

Job description

TheNational Lottery Community Funddistributes money raised by National Lottery players to support charities and community projects across the UK. They fund community projects that help people connect, grow and build a better future. They focus on supporting people facing poverty, disadvantage or discrimination. By 2030, they will share over £4billion to create stronger, fairer communities across the UK.

To help them with this mission, they are now looking to bring an IT Support Analyst Apprentice into their friendly, welcoming IT Support team.

In this role, you will provide support to IT Service and Operations, working closely with IT Support Analysts and the IT Service and Operations Support Officer. Reporting directly to the IT Support Team Leader, you will be responsible for supporting the smooth delivery of IT services, focused on high-quality user experience, while undertaking formal training as part of an apprenticeship programme.This role is designed to develop core IT support skills, including troubleshooting, user support, and service administration, with a focus on delivering excellent customer service and learning through hands-on experience.

Key responsibilities:

• Log all calls received in a timely and accurate manner in accordance with Service Desk processes and procedures.
• Execute basic tickets generated by telephone call, email and service portal, providing efficient, effective and customer focused service to staff.
• Support the satisfactory conclusion of all incidents as quickly as possible in accordance with Service Level Agreements (SLAs).
• Participate in regular team meetings.
• Maintain an understanding of customer focused service delivery.
• Actively participate in apprenticeship training, shadowing experienced team members and completing coursework and assessments as required.

Knowledge, skills and experience:

• Strong interest in IT and technology, with a desire to build a career in IT support.
• Awareness of working within a customer service or service desk environment.
• Awareness of working with procedural guidance.
• Awareness of cyber security landscape/ threats/ procedures.
• Knowledge of Microsoft computer applications, including Excel and Word.
• Able to demonstrate good communication skills, both verbal and written.

Work Perks and Benefits:

• Hybrid role, with at least 4 days per week in the office to begin with
• Flexible working arrangements
• Generous annual leave allowance – starting at 25 days per year + Bank Holidays
• Pension scheme - The Fund operates two pension schemes, Alpha - Principal Civil Service Pension Scheme and a Partnership Pension Scheme with Legal & General
• Great healthcare plan
• Eye test and glasses coverage
• Employee assistance programme and discount scheme
• Cycle to Work scheme
• Enhanced paid maternity/ paternity/ adoption leave
• And much more!

Entry requirements

• GCSE maths and English at grade C/ level 4 or above.
• Strong interest in IT and technology, with a desire to build a career in IT support.

Training to be provided

As organisations continue to rely on digital systems and infrastructure, having skilled IT professionals in place is essential tomaintainingperformance, security, and business continuity. The Apprentify Information Communications Technician Level 3 Apprenticeship equips employees with the core technical knowledge and workplace skillsrequiredto support IT systems and deliver effective technical support.

Unlike purely technical courses, this programme combines technical capability with professional behaviours, recognising that effective IT support relies on both. Through structured learning and real workplace application, employees develop the skills to troubleshoot issues, support users, andmaintainsystems with confidence.

By the end of the programme, learners are equipped to manage everyday IT challenges, support infrastructure and systems, and communicate effectively with stakeholders across the organisation.

Things to consider

Salary £25,878.Hybrid role, with minimum of 4 days per week in the office to begin with.A CIFAS check and EDI monitoring form will be requested for all shortlisted candidates.

Information Communications Technician Level 3 Apprenticeship.

Location

TNL Community Fund
2 St James Gate,
Newcastle Upon Tyne,
Tyne and Wear,UK.
NE1 4BE