Apprentice Operations Support Analyst

Location: Dorking, Surrey, UK

Job Posting End Date: October 21

Who are we?

We’re a specialist employee benefits provider, striving to create healthy, happy workplaces. As part of the international Unum Group, we’re on a collective mission to help the working world thrive.

The role

What will you be doing?

Purpose

This is an entry-level apprenticeship role within the Modern Workplace team, designed for someone beginning their career in IT. The apprentice will learn how to support colleagues with everyday IT technology needs, while developing practical technical skills, customer service confidence and an understanding of workplace IT services.

The role does not require previous IT experience.

The apprentice will work under close guidance from experienced team members, following agreed processes and gradually building knowledge across devices, Microsoft 365, meeting room technology, ticket handling and user support. The focus is on learning, asking questions, developing good working habits and providing friendly, reliable support.

What will you bring?

🚀 Operations Support Apprenticeship - Launch Your Career in Workplace Technology

Are you interested in technology and ready to begin your career in IT? Join the Modern Workplace team as an Operations Support Apprentice and learn how to provide friendly, reliable support for the everyday technology colleagues use across the business.

🌐 Why This Role Matters

Modern workplace technology helps colleagues stay connected, collaborate effectively and do their best work. In this apprenticeship, you will learn how devices, Microsoft 365, meeting rooms and support services work together, while developing practical technical skills and customer service confidence.

As part of the Modern Workplace team, you’ll

Learn to Handle Support Requests - Review incidents and service requests in ServiceNow, gather information and carry out simple troubleshooting with guidance.

Help Colleagues with Everyday Technology - Provide friendly first-line support in person and remotely, escalating anything complex to experienced team members.

Get Hands-On with Devices - Help prepare laptops, check equipment, update asset records and support basic device setup.

Build Microsoft 365 Knowledge - Support common queries involving Outlook, Teams and basic collaboration tools.

Support Meeting Room Technology - Observe and assist with Microsoft Teams Rooms and basic presentation equipment.

Use Remote Support Tools - Help colleagues with straightforward technology issues using approved tools under guidance.

Keep Clear Records - Record what was reported, the action taken and when an issue was escalated.

Create Helpful Guidance - Help maintain simple knowledge articles and user guidance as your learning develops.

Support Colleagues On Site - Welcome colleagues at Tech Bars, deskside support areas and office locations, helping to log or resolve straightforward queries.

Learn Safely and Professionally - Follow team procedures, information security requirements, data protection guidance and company policies.

Develop Through Your Apprenticeship - Take part in learning, coaching sessions, team meetings and development activities.

🛠️ Skills You’ll Develop

Incident & Request Handling - Learn how to review, update and progress ServiceNow tickets.

First-Line Troubleshooting - Build confidence in investigating straightforward technology issues and knowing when to escalate.

Device Support - Develop practical knowledge of laptops, mobile devices, printers and basic workplace hardware.

Microsoft 365 Support - Help colleagues with Outlook, Teams and everyday collaboration tools.

Meeting Room Technology - Gain experience supporting Microsoft Teams Rooms and presentation equipment.

Asset & Setup Activities - Learn how devices are prepared, recorded and issued accurately.

Knowledge & Communication - Write clear ticket updates, guidance notes and simple knowledge articles.

Customer Service - Develop a patient, helpful and professional approach to supporting colleagues.

🌟 The Behaviours We Value

We’re looking for someone who is ready to learn and brings a positive mindset to their first role in IT:

Technically Curious - You are interested in how technology works and willing to ask questions.

Great Communicator - You listen carefully and explain information clearly.

Customer-Focused - You are friendly, patient and committed to helping colleagues.

Careful & Organised - You follow instructions, record information accurately and complete tasks reliably.

Confident to Ask for Help - You seek guidance and escalate when you are unsure.

Team-Oriented - You work well with others, share learning and contribute positively.

Policy-Compliant - Follow company policies, information security requirements and data protection guidance in all activities.

Professional & Positive - Demonstrate curiosity, reliability, professionalism and a positive attitude while building confidence in the role.

Committed to Learning - Take responsibility for apprenticeship learning, coaching and development activities with appropriate support.

🛠️ The Grit That Gets It Done

An Interest in Technology - A genuine willingness to learn how IT services support the business.

Basic Computer Confidence - Some familiarity with email, Microsoft Teams and everyday office applications.

Clear Communication - Good written and verbal communication with a friendly, helpful approach.

A Reliable Approach - The ability to listen, follow instructions, stay organised and complete tasks with support.

A Willingness to Learn - Confidence to ask questions, seek guidance and develop new skills.

A Customer-Focused Mindset - Patience and a willingness to help colleagues with different levels of technical confidence.

Education or Equivalent Experience - GCSEs, college study or equivalent experience are acceptable; willingness to learn is more important than formal IT experience.

Useful Experience - Customer service, school