Service Desk Analyst Apprentice

Serco; Swindon; On-site; GBP 20,000 - 30,000; Full time

Job summary

Join a forward-thinking organization as a Service Desk Analyst Apprentice, where you will be the first point of contact for all service requests at the Defence Academy. This role offers a unique opportunity to work in a collaborative environment while developing your skills in IT support. You will engage with a variety of requests, ensuring efficient resolutions and contributing to the smooth operation of services. With a focus on professional growth, you will benefit from extensive training opportunities and a supportive team culture, making a meaningful impact in the Defence sector.

Benefits

Free onsite parking

Subsidised sports and activity clubs

Gym memberships

Riding stables with lessons

Contributory pension scheme

25 days' annual leave

Extensive training opportunities

Wellbeing support

Discount schemes

Employee networks

Qualifications

• GCSE in Maths and English required.
• Proficiency in PC use and MS Office applications.

Responsibilities

• Handle all requests via phone, email, and in-person.
• Perform initial diagnosis and escalate unresolved incidents.

Skills

Communication Skills

Proficiency in MS Office

Problem-solving

Teamwork

Education

Maths and English GCSE grade A-C/9-4 or equivalent

Tools

Helpdesk Tool

Active Directory

Job description

Select how often (in days) to receive an alert:

Location: Defence Academy of the UK, Shrivenham SN6 8LA

Working Week: Mon-Fri - 37 hours a week

Apprenticeship Qualification: Business Administrator

The Service Desk is the single point of contact for all services at the Defence Academy of the United Kingdom, including ICT, Facilities, and Logistics requests. This multi-functioning Service Desk handles various requests with the goal of resolving issues on a first-time resolution basis. The Service Desk Analyst Apprentice is responsible for logging, progressing, and resolving these requests promptly according to our SLAs. The Service Desk operates from 08:00 to 16:00, Monday to Friday.

Key Responsibilities:

1. Handle all telephone calls, emails, self-service, and personal visits to the Serco Service Desk.
2. Ensure all incidents & service requests reported to the Service Desk are correctly recorded and managed via the helpdesk tool.
3. Perform initial diagnosis, categorisation, and prioritisation of incidents and service requests, and carry out first-line resolutions where applicable.
4. Escalate unresolved incidents to second-line support teams.
5. Create user accounts in the People Directory and Active Directory following established procedures.

What we’re looking for:

• Maths and English GCSE grade A-C/9-4 or equivalent
• Proficiency in PC use, with experience in MS Office, including Outlook and Teams
• Strong communication skills across all levels and methods (spoken, written, behavioural)
• Ability to work independently or as part of a team

Why Join Us?

• Opportunities for professional growth and development
• A supportive, collaborative team environment
• The chance to make a meaningful impact within our organisation

If you're ready to advance your career with passion and purpose, apply today!

What we offer:

The Defence Academy is situated on a secure, scenic site featuring lakes and woodland. It trains future UK Armed Services commanders and international officers. Benefits include:

• Free onsite parking
• Subsidised sports and activity clubs
• Gym memberships and fully equipped gyms
• Riding stables with lessons available
• Additional sports facilities like tennis courts and football pitches
• Up to 6% contributory pension scheme
• 25 days' annual leave plus bank holidays
• Extensive training and development opportunities, including internal courses and funding for qualifications
• Wellbeing support through Employee Assistance Programmes, health lines, and health plans
• Discount schemes and share purchase options
• Employee networks and volunteering schemes

All employees require SC security clearance, which we support during the process. Residency requirements apply, with details on the NSV website.

#defenceentryroles

Discover more about careers in Defence and our team by following this link. We are also a signatory of the UK Government’s Women in Defence Charter.

Please apply promptly as roles may close early if application volume is high. We value diversity and inclusion, support flexible working, and encourage applications from all backgrounds, including disabled candidates, for whom reasonable adjustments will be made.