Apprentice Service Desk Analyst

  • Job Reference: 124403
  • Date Posted: 4 May 2021
  • Employer: Serco Limited
  • Website:
  • Location: West Midlands (B91 3QJ), United Kingdom
  • Salary: £11,000 to £12,000
  • Sector: I.T. & Communications
  • Job Type: Full Time
  • Duration: From 18 to 24 months

Job Description


Job Title: Apprentice Service Desk Analyst

Location: Serco, 31 Homer Road, Solihull, West Midlands, B91 3LT

Working Week: 37 hours per week, Monday - Friday, 09:00 - 17:30

Salary: Up to £11,960 per annum plus benefits & 20 days annual leave

Apprenticeship Qualification: L3 Infrastructure Technician

Expected Apprenticeship Duration: 24 months minimum



Serco has a strong commitment to apprentices and training and as a successful Serco apprentice, you will be provided with unparalleled support throughout the duration of your programme. You will develop the skills you need for the job by working alongside your colleagues and getting hands on experience.


As our IT Service Desk Apprentice you'll be answering calls and queries from the wider business as a first line IT support and Incident management relating to IT related questions and issues. Ultimately an Apprentice Service Desk Analyst must be able to deliver an extremely high level of first and second line IT support via the telephone to aid user retention and satisfaction, to achieve our business goals.


As part of the apprenticeship scheme we'll provide you with L3 Infrastructure Technician qualification and L2 Functional English and Maths training (all delivered on site at Serco). You'll also have access to a treasure trove of development opportunities and enjoy the full training, support and encouragement of our super-friendly team.



About you


To be successful in this role you will need to be organised, able to plan and prioritise and be a real problem solver! So as well as excellent IT skills you'll be someone who is thorough and organised in your working approach and be comfortable in dealing with multiple tasks at once.


The role requires a pro-active, well-organised, self-motivated, confident individual with a methodical approach to problem solving and excellent customer service skills. Your ability to communicate effectively (both written and verbally) as well as being a committed team player is vital in keeping your internal customers happy.


We use a variety of online tools and technology, so you'll be happy working with MS Office applications and can easily turn your hand to online systems and tools. Lastly, you'll need to have between an A* and C in Maths and English (or 9 to 4 under the new grading system) and have a strong interest in Information Technology.



What else do you need to know?


  • It is essential that you are able to travel daily to Homer Road, Solihull to arrive on time for work.
  • You will be required to undergo security checks, which includes a check of criminal records.  You will also be required obtain SC security clearance.
  • You will also need to complete an on-line initial assessment as part of the recruitment process.  This will help us guide you to the most appropriate programme to meet your needs.


Why Serco?


Meaningful and vital work:  You'll provide efficient IT support to the wider business ensuring they can continuously provide vital public services with the support of our systems and technology.

A world of opportunity: Working for a globally operating business delivering essential services across 5 vital sectors, your next opportunity and challenge won't be hard to find.

Great people: You'll find yourself working with a variety of highly motivated, supportive and experienced colleagues, where no two days are the same.  





Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 


We're a Disability Confident employer and are committed to equal opportunities. If you have any additional queries, requirements or you need more time to apply, then please contact our recruitment team directly on 0345 010 4000. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.


Serco supports fair access to employment for those with unspent criminal convictions through the Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required).