Desktop Analyst Apprentice
About the job
Salary: £25,185 - £25,583 a year pro rata
Hours per week: 37
Contract type: Apprenticeship
As a Desktop Analyst Apprentice at Luton Council, you will support the delivery and maintenance of the council’s end user device fleet, including laptops, tablets, mobile phones, and thin clients. This is a hands-on apprenticeship designed to give you real-world experience in IT support, with guidance and mentoring from experienced professionals.
In this role, you'll assist in managing the full lifecycle of incidents and service requests related to end user devices. You will be involved in providing 2nd line support—helping to diagnose and resolve faults or escalating them to the appropriate service desk, incident, or problem managers. You’ll also contribute to a collaborative team environment by sharing knowledge and supporting colleagues as you learn and grow.
Working within the DDAT IT Operations function, you’ll be part of a small, skilled desktop support team that plays a key role in delivering excellent IT service to internal users. Your responsibilities will focus on assisting the Desktop Team Leader and Service Manager – IT Service Management in maintaining high service standards and contributing to continuous service improvement.
Under supervision, your duties will include:
Assisting with basic maintenance, installation, and monitoring of end user devices
Supporting with hardware deployments as directed
Identifying and escalating issues with devices to senior team members
Helping to manage support calls and tickets, ensuring accurate information is logged
Aiding in the administration of service requests and documenting all relevant changes
Supporting the resolution of incidents and requests in line with agreed Service Level Agreements (SLAs)
Using IT tools to help track and report on configuration items and changes
While you’ll be supported throughout the apprenticeship, you’ll also be expected to take initiative, show a willingness to learn, and demonstrate a genuine passion for IT and user support. Some flexibility in working hours may occasionally be required to meet the needs of the service.
This is an exciting opportunity to build your skills in a real-world environment, contribute to service improvements, and lay the foundation for a successful career in IT support within the public sector.
Please note this role does not attract sponsorship. Applicants are required to have resided in the UK for the last 3 years.
About you
You are enthusiastic, proactive, and passionate about starting a career in IT. You have a genuine interest in technology and enjoy exploring how IT equipment works and can be used effectively in practical settings. Your curiosity drives you to learn more about hardware components and support tools, and you’re eager to build on that knowledge through hands-on experience.
You have some experience using application software and are comfortable with support tools, demonstrating a strong user-level understanding of IT systems. You take pride in your ability to work accurately and meet deadlines, even when working with limited supervision. You’re a self-starter who’s not afraid to ask for help when facing unfamiliar challenges, and you see every problem as a learning opportunity.
With excellent verbal and written communication skills, you’re able to clearly document issues, produce reports, and interact politely and professionally with a wide range of people, including colleagues and service users. You are organised, able to manage your time effectively, and can prioritise tasks under pressure while maintaining a high standard of service.
You’re someone who can offer suggestions for improving processes and contribute positively to a team-focused environment. You understand the importance of equality, diversity, and inclusion in the workplace, and your behaviour reflects that awareness.
To be successful in this apprenticeship, you will need:
A minimum of Level 1 in Maths and English, with GCSE grades 4–9 (A*–C) in ICT, English and Maths
A strong interest in IT and technical systems
A positive attitude towards learning and development
If you’re looking to start a career in IT and want to gain valuable skills in a supportive public sector environment, we’d love to hear from you.
About us
Our ambitious Luton 2040 Vision – that no-one in Luton will have to live in poverty – is at the heart of everything we do. We recognise that our people are remarkable, talented, committed and passionate about serving our residents.
The people of Luton depend heavily on this council – and that means our workforce! Are you ready to realise the remarkable and help us deliver our vision?
We welcome applications from all sections of the community and are committed to developing a workforce that reflects the diversity of our borough
Application Process
On occasions, we may close a vacancy early due to a very high number of applications being received.
Benefits
We offer a range of excellent staff benefits which include:
- From 25 to 32 days’ annual leave: linked to length of service and grade
- Buying annual leave scheme: buy up to 20 days additional annual leave
- Career Pathways: step up in your career or move into a specialist area
- Pension scheme: with generous employer contributions of up to 20.2 per cent (at July 2023) and 3x salary death in service grant
- Generous relocation package: up to £8,000 (subject to eligibility)
- Employee Assistance Programme: a free, 24/7 confidential counselling and wellbeing support service available to all employees, their partner or spouse and dependent children over 16 still living at home
- Work/life balance: flexible working options including working from home where possible. We welcome requests for flexible working arrangements including part-time hours and alternative working patterns
- Training and support: unlimited access to development courses, mentoring and support and clear career pathways
- Staff offers: includes discounts on your MOT, gym and fitness, restaurants and salons
- Arriva Travel Club: great value savings on local bus travel
How to apply
We understand that job applications take time and effort, but a high-quality application shows that you are professional with a good attention to detail. The recruiting manager may receive a number of applications for each job advertised so you want yours to stand out!
Our ‘How to apply' page has more tips to help with your application: How to apply
Available documents
Attached documents are available under links. Clicking a document link will initialize its download.Salary range
- £25,185 - £25,583 per year