Service Desk Analyst Apprentice (Claranet)
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Company: CLARANET LIMITED
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Location: Barnwood, Gloucester, GL4 3RT
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Type: Apprenticeship
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Salary: £19,000.00 per year
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Sector: Digital
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Ref: NAS-2000019426
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Application Deadline Date: 10/04/2026
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Start Date: 20/04/2026
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Positions Available: 1
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Working Week: Monday to Friday. Shifts to be confirmed.
Brief Description
The Service Desk Apprentice will support end users of Claranet’s Managed Workplace service by providing remote technical assistance across managed hardware, software, Microsoft 365, and endpoint services.
Training to be Provided
- BPP apprenticeship training programmes are delivered virtually by our fully qualified and industry-experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace
- Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience
Future Prospects
- There are lots of development areas from service desk for example IT support or technical solutions where you can develop in the business
Vacancy Detail
Working as part of the Service Desk team, the apprentice will play a key role in troubleshooting, maintaining, and improving the digital workplace experience for our clients’ employees. This entry-level position is designed for someone eager to learn and develop core IT support skills in a fast-paced, customer-focused environment.
Role Mission:
Claranet’s mission is to deliver exceptional workplace technology experiences for our customers. As a Service Desk Apprentice you will ensure Claranet’s customers receive the highest levels of service from first contact to the request’s completion.
Objectives & Key Results:
- Ensure that the highest levels of service are delivered to Claranet’s customers
- Provide customer support; responding to Customer requests for support via a range of communication channels
- Take responsibility for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently
- Maintain high levels of end user satisfaction, as measured through feedback and survey results
Duties and Responsibilities
- Maintain accurate records of activity taken throughout the lifecycle of a ticket
- Providing remote technical support to customers
- Troubleshoot and resolve issues related to hardware (desktops, laptops, peripherals), managed endpoints, and Microsoft 365 applications
- User account, license and access management
- Support software installations, updates, and configuration tasks on client devices
- Document issues, solutions, and workarounds in knowledge base articles and user guides
- Escalate complex incidents and problems to senior engineers or specialist teams as required
- Contribute to a positive customer experience by communicating clearly, professionally, and empathetically with users
- Validate contact and ensure security process is adhered to.
Teams To Collaborate With:
- Customer Experience & Managed Service - Ensure we are consistently providing the best service to our customers, proactively monitoring their needs, and integrating their feedback into our future portfolio and propositions
Other Information
- Good understanding and awareness of IT terminology
- Ability to translate technical language into user friendly information