Apprentice IT Support Analyst


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At a glance

Date Posted: 05/12/2018

Expiry Date: 31/05/2019

Vacancy reference: 1477726

Wage: £7,605 (per annum)

Location: Hull, HU3

Apprenticeship Type/Name: IT Apprenticeship

Working week/hours: 37.5

Apprenticeship duration: 15 Months

Apprenticeship level: Intermediate (Level 2) or Advanced (Level 3)


Qualifications required:

  • GCSE Grade 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 programs
  • 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:
You will work towards the ICT Professional apprenticeship which includes the City & Guilds Diploma in ICT Professional Competence

Other: On successful completion of the apprenticeship a long term career awaits the right candidate with the opportunity to achieve a Level 3 IT Technician's apprenticeship.


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.



Name: Sophie Ness


Phone number: 01482 222142

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