Head Office
August 25, 2025
Role Details
Title:
ICT Level 3 Apprentice - Service Desk Analyst – 1st Line
Organisation/
Team:
JD Sports Fashion Plc
Group IT
Reporting to:
First Line Service Desk Team Leader
Location:
JD HO, Bury
Business Environment
JD Sports Fashion Plc has long been established as the leading UK specialised multiple retailer of fashionable branded and own brand sports and casual wear, principally through the growth of its main retail fascia, JD Sports. The group now has over 1500 stores and is continuing to grow.
We instil our staff with the knowledge and training they need to fulfil challenging and rewarding careers.
We are committed to investing in our people. As an ICT Apprentice, you will gain hands-on experience while completing a Level 3 Apprenticeship, developing the skills and knowledge needed for a rewarding career in IT.
Role Description
As an ICT Level 3 Apprentice, you will work within the IT Service Desk team, learning how to provide first-line technical support to colleagues across the JD Group.
To provide technical support, including detection, recording, analysis and the resolution of incidents received via phone, email, intranet and walk-up.
Respond to support enquiries directly from clients, and help them resolve hardware and / or software problems.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To arrange for external technical support where problems cannot be resolved in house.
Work closely with the service support teams, development teams and key business stake holders to ensure that incidents are managed through to resolution.
Responsibilities
General
To provide 1st line technical support for the IT functions of the business.
Respond to support enquiries directly from clients and help them to resolve hardware and / or software problems. Via Phone & Ticketing System.
To log all support calls within the ITSM call logging tool.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
Liaise and work with other JD Technical teams as required (e.g escalating to 2nd Line)
Liaise with 3rd Party technical support teams when necessary.
Assist and work alongside Knowledge Management to document working procedures.
Establish and maintain effective relationships with the business users and group IT teams.
Own customer issues and drive through to resolution.
Assist ITIL managers in the development and maintenance of IT Support processes.
Proactively identify areas for improvement and drive through to implementation.
Experience & Knowledge
Essential
Enthusiasm for technology and problem solving.
Willingness to learn and take on new challenges.
Good written and verbal communication skills, with the ability to clearly and effectively convey information to colleagues, stakeholders, and end users.
Able to remain calm and structured when working under pressure, maintaining clarity and focus in high-demand or time-sensitive situations.
Comfortable working in a dynamic, fast-paced setting, with the ability to quickly adapt to changing priorities and demands.
Ability to manage multiple tasks simultaneously, ensuring consistent attention to detail and timely delivery across all responsibilities.
Preferable
Experience in a retail environment.
Ability to demonstrate both business and IT benefits where appropriate.
Skills / Behaviours
Preferable
Basic Knowledge of Microsoft Windows and Office
Interest in computer hardware or networking
Any previous customer service or IT-related experience. (School, college, personal projects)
Basic understanding of PC hardware set-up, configuration and maintenance.
Incident diagnosis and Problem solving skills within an IT environment.
Interpersonal, communication and negotiation skills, both verbal and written.
Ability to plan, coordinate and prioritise different activities.
Ability to liaise with, and relate to, a broad spectrum of individuals.
A flexible approach to the provision of support services to a dynamic, growing business.
Development
You will be enrolled on the ICT Level 3 Apprenticeship programme
You will receiving mentoring and on the job training from experienced service desk analysts
You will gain practical experience across different areas of IT
Apprenticeship -