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This opportunity is an exciting opportunity to join an expanding team in a fast paced environment with clear career progression route ways within a dynamic technology solutions company in Leeds.

At Civica our people matter. They’re the ones who build long lasting relationships with our customers. The ones with the ideas. The ones who make the ideas happen, and the ones who bring our brand to life. Does this sound like the business for you?

Job Details:

Job Description

At Civica, our people matter. They’re the ones who build long lasting relationships with our customers. The ones with the ideas. The ones who make the ideas happen and the ones who bring our brand to life.


We are seeking an ambitious Apprentice Service Desk Analyst to join a growing and dynamic team. The role will be ideal for someone looking to start a career in IT, however the successful candidate will already be able to demonstrate a natural flair for IT whether it be through experience or through attainment in their studies.

  • First line contact between the client and Civica for software issues and service requests
  • Accurate logging of issues
  • Initial investigation and replication of issues
  • Resolution and closure; ensuring clients are kept informed throughout and relevant processes


  • Accurate logging of all severity incidents
  • Accurate tracking of issues raised ensuring progression within the relevant SLA response time
  • To produce internal and external performance reports
  • To assist with analysis of issues within the pensions applications and associated environments


  • Client communication to ensure expectations are managed and progress is accurately reported, both internally and externally
  • Provide support for internal clients as well as external
  • To provide feedback to the Service Desk Analysts and Team Leader of issues that arise
  • To cover phones during working hours
  • Demonstrate working practice of the division procedures in line with ISO 9001

Desired Requirements/Qualities

  • Excellent listening and communications skills
  • Willingness to learn
  • Good understanding of Service Delivery
  • Competent with MS Excel and familiar with other MS Office products

Desired Qualifications

3 x GCSE (or equivalent) at grades A-C in any subject plus GCSE English and Maths (or equivalents) at grade D or above

Working week

Monday – Friday, 9am-5:30pm

Important Information

“QA’s Apprenticeship programmes may be funded in part by the European Union through the European Social Fund, which supports the development of employment opportunities and a skilled workforce.”

Skills and Experience:
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  • Education
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Please enter the latest higher qualification you hold and the grade you have received. Don’t worry if you don’t have any – just add N/A.
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By clicking 'Submit' I agree to the terms and conditions and I confirm that, to the best of my knowledge, the information supplied above is a full and correct record of my education history and that I do not hold, and am not studying towards, any other qualifications.

Note: If you are accepted onto programme and you have not achieved these qualifications then you may be at risk of withdrawal.

Terms & Conditions

Some of the information you supply will be used by the Skills Funding Agency to fulfil its statutory functions, issue/verify your Unique Learner Number (ULN) and update/check your Personal Learning Record. The Skills Funding Agency may share your ULN and Personal Learning Record with other education related organisations, such as your careers service, school, college, university, Government Departments and public bodies responsible for funding your education. Further details of how your information is processed and shared can be found here.

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