L&Q is offering an exciting apprenticeship opportunity to kick-start your professional journey. Join us in our Technology department as an Apprentice Service desk Analyst, where you will gain hands-on experience whilst working towards an ICT Level 3 apprenticeship. We're looking for a highly motivated individual who is eager to learn, is adaptable, and committed to delivering high-quality work. This is a chance to grow your skills in a supportive environment where learning and development are at the heart of what we do. You should have a drive to learn new skills and the flexibility to take on different tasks whilst producing work to a high standard. Overview of the role As an Apprentice Service Desk Analyst, you will be working as part of a larger team, that is responsible for providing first line IT Technical support for all L&Q colleagues in relation to technology issues and requests. Responsibilities will include: Provide frontline technical support across multiple business areas for all software applications and end user computing hardware. Work to agreed Service Level Agreements and Key Performance Indicators, using IT Service Management (ITSM) tools to prioritise, resolve, and reassign tickets as soon as possible after they are logged. Provide technical support service for incidents and requests reported via the ITSM toolset, telephone, MS Teams and face-to-face. Escalate when required for technical, 3rd party and/or managerial involvement to ensure issues are addressed to a satisfactory quality and in a timely manner. Work collaboratively with other team members across technology. Demonstrate strong interpersonal and written skills. Demonstrate exceptional customer service in day-to-day work with those internal to the business Apply approved diagnostic utilities to aid in troubleshooting. Perform troubleshooting and issue resolution activity at the end-user computing and back-end environments, including but not limited to installing and upgrading hardware and software, databases, telephony, desktops and mobile devices. We value team players who bring a logical approach and a willingness to get involved in a range of tasks. The apprenticeship learning will support your development and chosen career path. Whilst undertaking your learning programme, your manager will help guide your development and day-to-day work, a mentor will provide extra support throughout your role, and you'll be working alongside experienced colleagues to learn hands-on, work-based skills. Other essential skills and experience: Enthusiasm for the role and L&Q. Strong Customer Service skills. Ability to understand and be understood, both verbally and in writing. Ability to work independently, as well as being a good team player. Good organisational skills and ability to manage/prioritise own workload. Good problem-solving skills. Willingness to learn and grow with a positive attitude to work. A minimum of 4 GCSEs at Grade C/Grade 4 or above including English, Maths and ICT. Apprenticeship details: Level 3, ICT Technician Apprenticeship ICT Apprenticeship | Apprentify | Apprentify Our commitments: At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success. In addition to our support and training, the successful candidate will have access to our full suite of benefits including 28 days holiday rising to 31 days with length of service, excellent Pension scheme, an employee assistance programme and non-contributory life assurance. We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you're interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it's feasible then we'll make it happen. We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace. We expect all our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility. L&Q is a regulated charitable housing association and one of the UK's most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 110,000 homes, primarily across London the Southeast and the Northwest of England. As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity, and confidence in our communities through our £250 million L&Q Foundation and our skills academy. Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of. TJ