First Line Support Analyst Apprenticeship

Summary

Our client is looking for a motivated, tech-curious school-leaver to join them as a First Line Support Analyst. This is an entry point into the tech industry designed for those ready to start building real-world skills from day one.

Wage

£16,640 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Training course

Digital support technician (level 3)

Hours

Monday - Friday, a variation of standard office hours. Shifts to be confirmed.

40 hours a week

Start date

Monday 1 June 2026

Duration

1 year 6 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

About the Company:

Our client is a leading eCommerce software provider based in Leicester (20-minute walk from the train station). Their mission is to reimagine eCommerce by enhancing search, discovery, and customer engagement through a standout suite of innovative apps.

About the Role:

As a First Line Support Analyst, you’ll be the first point of contact for our customers, helping them get the most from our products and resolving issues efficiently.

You’ll build practical experience in:

• Customer support and communication
• Troubleshooting and problem-solving
• Working alongside technical teams and developers
• Understanding how a global SaaS business operates

Your key responsibilities will include:

• Efficiently responding to enquiries via live chat
• Taking full ownership of customer enquiries from the initial chat to diagnosing problems and providing updates throughout the process
• Escalating complex issues to senior team members (product specialists) and developers by logging support tickets
• Creating accurate instant set-ups via live chat, sharing articles and creating snippets
• Enhancing our support centres by identifying when articles need updating and reporting back to your lead

What We’re Looking For:

GCSE Grade C/4 or above in Maths & English (or equivalent)

Important Eligibility Note: To qualify for government apprenticeship funding, applicants must not already hold an IT-related qualification at Level 3 or higher (e.g., A-Levels, BTEC, Degree, or Masters in a computing subject). This program is designed to provide substantially new skills; therefore, candidates with prior advanced qualifications in this field are ineligible as they would be considered overqualified under current funding rules.

We want to hear from you if you’ll bring:

• Effective Communication: You're skilled at expressing yourself clearly, both in writing and speaking, across various platforms.
• Multitasking Ability: You can handle multiple tasks efficiently, ensuring all are completed successfully
• Logical and Quick Thinking: You approach problems with clear reasoning and can think on your feet to find solutions
• Customer Experience Passion: You're enthusiastic about enhancing the experience for our customers, always aiming to exceed their expectations
• Self-Motivation and Team Spirit: You're eager to learn, driven to achieve your best, and thrive when collaborating with others

Why Join Us?

• Customers at the heart: We make our customers the stars of our show and help them thrive. When they grow, so do we. We obsess over their needs so we can dream big on their behalf
• Purposeful progress: We harness our ingenuity to keep levelling up and growing stronger. We take initiative, think boldly, and don’t settle for the status quo. Every risk teaches us something new
• Endless innovation: We take action, refine our work, and drive meaningful growth for each other and our customers. Humble in our pursuit, we continuously seek to improve
• Always open: With transparency, we simplify the complex, collaborate globally and empower everyone
• We believe openness in our communication with customers, partners, and team members is essential for building strong relationships
• Private Medical Insurance

Where you'll work

31-35 St. Nicholas Place
Leicester
LE1 4LD

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

PARETO LAW LIMITED

Training course

Digital support technician (level 3)

What you'll learn

• use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
• use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
• apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
• provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
• operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
• communicate effectively through a variety of different channels using terminology appropriate to the audience
• use digital resources to extend own knowledge and skills relevant to their role
• risk assess the organisational impact of decisions that they take
• use digital systems to identify productivity and performance improvements
• use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
• maintain system security in line with organisational policies.
• support digital operations or digital change and transformation activities.
• investigate application problems and enable resolution to maintain productivity and improve quality of service.
• coach and guide stakeholders to develop their applications skills to use digital systems effectively.
• monitor data to analyse systems use and provide insights to recommend use or applications developments.
• support customers in the use of information, products and services through digital channels.
• diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
• maintain end-user systems physically or remotely. For example: software, hardware or operating systems
• provide and direct end-users to tools and resources to help them to resolve their digital problems.
• use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
• use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
• apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
• provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
• operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
• communicate effectively through a variety of different channels using terminology appropriate to the audience
• use digital resources to extend own knowledge and skills relevant to their role
• risk assess the organisational impact of decisions that they take
• use digital systems to identify productivity and performance improvements
• use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
• maintain system security in line with organisational policies.

Training schedule

Training & Development:

You will complete a Level 3 Digital Support Technician Apprenticeship, covering:

• Operate digital information systems
• Digital architecture (physical storage vs cloud, the role of operating systems and servers)
• Maintaining end-user systems (software, hardware and operating systems)
• Information security principals
• System security
• Account management (optional)
• Managing & analysing data
• Digital marketing

This apprenticeship offers blended learning, combining online training with practical workplace experience, setting you up for a successful career in IT.

Requirements

Essential qualifications

GCSE in:

Maths & English (grade C/4)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• IT skills
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Team working
• Patience