IT Service Desk Analyst Apprentice in Macclesfield

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 manner.
• Learning & apprenticeship commitment: Participate fully in the apprenticeship programme. Complete required learning activities, assessments, and reviews. Apply learning directly to day‑to‑day service desk activities. Use feedback constructively to improve performance and capability.
• Process, security & documentation: Follow approved standard operating procedures, runbooks, and working practices. Maintain accurate and complete ticket records. Contribute to knowledge articles as skills and confidence develop. Comply with information security, confidentiality, and data protection requirements.
• Team & professional behaviours: Work collaboratively with colleagues across the service desk and IT teams. Demonstrate professionalism, reliability, and a customer‑focused mindset. Show willingness to ask questions and seek support when required.

Required skills:

• Basic IT literacy (e.g. using computers, email, applications).
• Awareness of customer service principles.
• Clear verbal and written communication.
• Ability to follow instructions and procedures.
• Basic problem‑solving and organisational skills.
• Willingness to learn and develop.
• Professional and reliable approach to work.
• Positive attitude toward helping others.

Entry requirements:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject.
• GCSE Maths and English (or equivalents) at grades 3+ (D or above).
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject.

Working hours: 9am to 5pm, Monday to Friday with an hour’s unpaid lunch break.