Apply now »

IT Support Analyst Apprentice

Location: UK - Nottingham, UK - Hatfield | Job-ID: 130385 | Contract type: Fixed Term Contract | Business Unit: IT Service Desk


Start date: July 2022 
Salary: £14,000 

Location: Hatfield or Nottingham  

Contract type: 18 Month Contract 

Please ensure that you include a cover letter with your CV 


2nd Line IT Support Analyst Apprentice 

A fantastic opportunity has arisen for two 2nd Line Support Analysts to join our Infrastructure Operations Support teams in either our Hatfield or Nottingham office.  

As the apprentice, you will be actively involved in investigating and resolving incidents, undertaking requests and problem investigation. You will also act as a single point of contact to manage technical support activities through incident, problem, request, change and project tasks. 

You will be given the opportunity to have a key hand in improving the service to high profile customers. This will not only raise your own profile within Computacenter, but also allow you to learn further systems and technology elements to drive up your own skill set. 



  • Upholding a high level of customer service will be key, as you will be supporting colleagues at various levels within your team. 

  • You will be responsible for the BAU service for multiple technologies within your team, working to manage incidents, problems, requests and changes. As well as working closely with the 3rd line teams on certain projects.  

  • We are looking for someone who can communicate with colleagues and stakeholders at all levels as the account this role is aligned to is a high flying and a flagship one for us. 

  • Remote rotated out of hours support on a 24/7 basis for multiple customers may be required, in addition to participating in out of hours scheduled work when necessary.  



Technical 80% 

  • Call and incident Management 

  • Respond to service calls and resolve incidents to ensure SLA targets are achieved 

  • Increase the First Time Fix rate 

  • Adhere to escalation procedures 

  • Assist with technical escalations for other team members 

  • Monitor call queue and follow up with specialist support teams for resolution 

  • Adhere to customer and Computacenter Security Policies 


Administration 20% 

  • Contribute to and use the sites procedure file 

  • Participate in team and sector meetings 

  • Utilise the Incident Management tool suite to monitor progress of all incidents 

  • Ensure accurate completion of all incident records and associated paperwork 

  • To monitor and update the call management system as required (including problems, requests, changes) 

  • Assist with SLA reporting 



  • Some Infrastructure Support experience / exposure at a second line level (but not a necessity)  

  • Working knowledge of application, incident management tool with quality incident management skills. 

  • Good understanding of what IT infrastructure is 

  • Ability to work on own initiative 

  • Excellent organisational skills, 

  • Contributes to, supports, and works within the team 

  • Excellent communication and interpersonal skills 

  • Able to work under pressure 

  • Good customer skills 

  • Strong willingness to learn 


What's in it for you? 

You will undertake an Information Communication Technician apprenticeship with Firebrand training will be achieved by splitting your time completing projects, training and assessment via workshops and e-learning and work experience at Computacenter.  

You will also have the opportunity, to gain the following qualifications alongside the programme: *BCS Level 4 Award in Business Processes *CompTIA A+ *CompTIA Cloud Essentials+.   

This role is on a fixed term contract with an apprentice wage paid. There is no guarantee of a permanent job at the end of the contract, however successful completion of the apprenticeship programme will mean it is highly likely that you will be offered a full-time position at Computacenter. 


Computacenter Info 

  • Computacenter is Europe’s leading independent provider of IT infrastructure services & solutions  

  • Our focus is on corporate and government organisations, typically of from 500 to 10,000 employees, and large enterprises of 10,000 or more employees.  

  • Over 10,000 staff are employed across the Group. 2010 adjusted profit before tax was £65.4 million. Revenues were £2.68 billion  

  • Over 70% of Computacenter’s Group revenue comes from services, software, and sales of enterprise products such as servers and connectivity/networking technology    

Computacenter is an equal opportunity employer and welcomes diversity 


Apprenticeship Programme - Level 3 - ICT with Firebrand Training  



Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.


However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.


That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.


We are still looking forward to getting to know you!


About us

Computacenter is a leading independent provider of IT infrastructure services. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.


We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.


Interested in joining a company with a strong sense of community?
We’re growing. We’re hiring. We encourage. We empower. We support.

Apply now »