IT Service Desk Analyst Apprentice

About Bodycote:We are a leading, global performance metallurgy business, improving properties and extending lives of our customers'' products through advanced thermal and surface processing. Bodycote offers materials solutions for virtually every market sector with a focus on aerospace and defence, automotive, energy, industrial, consumer and medical.About the role:This role is designed to develop the technical, professional, and service management capabilities of an individual delivering supervised first-line IT support. The role is aligned to the Microsoft Azure Cloud Support Specialist Level 3 apprenticeship and combines on-the-job experience with a structured apprenticeship programme, enabling the individual to build capability progressively within a live IT service environment.The role is part of the IT Service Desk function and operates within an IT Service Management (ITSM) framework. The role holder will work under the guidance of the IT SDM, team leaders and senior analysts.Responsibilities:Service desk support: Act as a first point of contact for IT support via phone and self-service portal. Log, categorise, prioritise, and update incidents and service requests within the ITSM tool. Resolve common IT issues at first contact, following documented procedures. Escalate complex or unresolved issues in line with defined escalation paths. Ensure users are kept informed of progress in a professional and timely mannerLearning and apprenticeship commitment: Participate ..... full job details .....