Apprenticeship vacancy

Level 3 IT Solutions Technician

Title: Service Desk Analyst

Location: Leeds 

Salary: £13,500 p/a


Please contact or call 01133500333


About the company:

This company are an integrated business services company which drives client value through the provision of increasingly digitally enabled solutions for regulated communication and marketing execution. This company have built our organisation to deliver on this, with a unique combination of market and consumer insight, customer communications strategy, technology and transformational expertise.

They help clients shape the future of customer communications. Headquartered in London, This company have offices in 17 countries throughout the UK, EMEA, USA and Asia. This company consists of  Data Intelligence, Psona Films, Editions Financial, LIFE and TWELVE.

Brief job description:

Estio Training have an exciting new opportunity for a Service Desk Analyst with a company based in Leeds.

Job Description:

You will be working in a dynamic, fast paced environment providing 1st and 2nd line technical support for both internal and external customers, and assisting to meet Service Level Agreements.


Although primarily a Service Desk Analyst role there will be some developmental opportunity to progress your skills with the Region Team, Technical Services and learning about IT Infrastructure, Change Management, IT Implementation and IT Service Delivery


Your duties and responsibilities in this role will consist of:

  • Respond to all first-line support calls received by phone or email and desk side, resolving employees’ issues or escalating to support teams if necessary.
  • Answer all enquiries promptly, politely and professionally, adhering to the SLA agreements we have with our user base.
  • Provide full IT systems support, monitoring system logs and managing email, domain accounts etc.
  • Log all support calls received by email or phone into the helpdesk software.
  • Promote and understand the business’s IT policies and procedures, ensuring they are adhered to at all times.
  • The creation and maintenance of key documentation.
  • Management of the Solarwinds WHD work queue ensuring jobs are picked up promptly and dealt with effectively by the appropriate resource.
  • Sharing knowledge and experience with operational staff
  • Adhere to all company standard policies and procedures.
  • Proactively identify process improvement opportunities and support continuous improvement initiatives.
  • Proactively identify problems and report/log them to be dealt with by the Problem Management process.
  • Handle escalations and requests from users, customers and colleagues in a positive, helpful and constructive manor with the end goal being to maintain user and customer satisfaction.
  • Keep the records of assets affected by your activities up to date and accurate.
  • Be vigilant and proactive with regards to the operational infrastructure to spot issues and potential issues before they become service affecting incidents.
  • Be aware of, understand, and comply with our software licensing processes.
  • Streamline processes and procedures to maximize efficiency and productivity
  • Main point of contact for IT Infrastructure.
  • Prioritise Incidents and aid customers in line with business needs.
  • Create and maintain support documentation to benefit both yourself and for the wider team.
  • Provide support for the MDM environment across the business





  • 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)


Personal Skills:

  • Task Management
  • Problem Solving
  • Networking
  • Customer Care/Service
  • Good verbal and written skills


Personal Qualities:

  • Listening
  • Planning and Organising
  • Tenacity
  • Self-Motivation
  • Good Communication skills
  • An analytical & enquiring mind
  • Initiative
  • Ability to work as part of a team and share knowledge accordingly


Future Prospects:

The role offers long term security and the opportunity to progress into a permanent position.


Desirable: Committed to undertaking the apprenticeship course for the full term and actively participate in the training provided by both the Academy and our training provider


Future prospects:

The role offers long term security and the opportunity to progress into a permanent position.

Training to be provided:

The Estio Training programme gives young people the opportunity to get hands on experience in the IT industry whilst still employed in a real paid job with no cost or debt.

Learners will receive six weeks of intensive training. Whilst in the workplace, apprentices will also receive continual coaching, help and guidance from a dedicated Technical Expert who will be there to ensure that they get the most from their work experience.

This apprenticeship will give you a Level 3 IT Solutions Technician Certificate with training in areas such as:

  • BCS Security and Legislation
  • BCS Core Technologies
  • BCS Methodologies and Principles
  • Hardware or Software Option


Some of these modules will include an option to take an examination in order to receive a professional certificate.