Apprentice IT Support Analyst


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At a glance

Date Posted: 15/10/2019

Expiry Date: 31/01/2020

Vacancy reference: 1585239

Wage: £7,605.00 (per annum)

Location: Hull, HU3

Apprenticeship Type/Name: IT Infrastructure Technician

Working week/hours: Monday - Friday, 09:00 - 17:30, with 1-hour for lunch. Total hours per week: 37.50

Apprenticeship duration: 15 Months Maximum with future full time position available for the right candidate.

Apprenticeship level: Advanced (Level 3)


Qualifications required:

  • GCSEs at grades A*-C/9-4 (or equivalent) in maths and English are essential
  • IT qualifications would be advantageous but a passion for IT is much more important to us

Desired skills:
  • Clear telephone manner
  • Confident with Microsoft Office packages
  • Be able to effectively work as part of a team
  • Polite and well mannered
  • Keyboard skills
  • Organised
  • Motivated
  • Customer service skills
  • Able to work on own initiative
  • Good standard of numeracy & literacy
  • Proactive listener
  • Adhere to company policies & procedures
  • Good positive, friendly attitude
  • Confident
  • Excellent communication skills (verbal and written)
Personal qualities:
  • Interested in IT
  • Strong work ethic
  • Confident on the telephone and in person
  • Able to work in a busy environment
  • Competitive and driven
  • Eager to learn and develop
  • Desire to work in an office environment
  • Smart and presentable
  • Enthusiastic
  • Hardworking
  • Professional
  • Reliable
  • Punctual
  • Self-Motivated
  • Hardworking
  • Committed & dedicated
  • Able to follow specific instructions
  • Must be willing to listen & learn

Training provided:
Level 3 Infrastructure Technician apprenticeship standard, which includes:

  • Bespoke IT training
  • Employee Rights and Responsibilities (ERR)
  • Functional Skills maths and English (if required)
  • End-Point Assessment (EPA)
You will have a trainer assigned to you who will visit you in your place of work.


CCT Infotech Ltd provide B2B (business to business) support and services to small and medium-sized businesses (SMBs) in Hull and the surrounding area. This will be a varied role and a great opportunity for you to start your career in IT. You will learn an array of skills and develop on your knowledge with the extra support of your Trainer

  • Resolving 1st line incidents and requests (remote and on client sites)
  • Taking ownership of tickets and bringing them to a successful resolution
  • Ensuring all tickets are resolved to a high level of customer satisfaction
  • Providing regular feedback to clients regarding the status of their tickets
  • Providing exceptional communication between the service desk, and end users
  • Effective ticket management and tracking using the ConnectWise ticket logging system
  • Meeting and exceeding customer specific service level agreements (SLAs)
  • Utilising various remote takeover tools when necessary
  • Liaising and assisting colleagues on client sites
  • Ensuring all tickets are categorised to correct standards
  • Following internal processes for assigning tickets to the correct department or individuals
  • Complying to all data protection laws and guidelines, working in a safe manner to protect customer information and privacy

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