IT Service Desk Analyst Level 3 Apprenticeship 2026 - Bodycote

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 Level 3 Digital & AI Support L3 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:

• 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
• 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
• 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
• 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
• You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.
• If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

Working hours:

• 9am to 5pm, Monday to Friday with an hour’s unpaid lunch break

Benefits:

• Whether you’re working in one of our state-of-the-art facilities, supporting clients on the ground, or contributing behind the scenes, you’ll be part of a global community that values skill, reliability, and continuous improvement. We’re in this together!
• At Bodycote, we recognise that our people want to grow, and take on new challenge, and we’re committed to supporting that journey.
• While we continue to build structured pathways for career progression, it’s a clear focus for us. We are creating more opportunities for internal mobility, whether that’s moving between functions, stepping into new roles within our sites, or exploring options across our wider global business.
• If you’re curious, ambitious, and ready to grow, we want Bodycote to be a place where you can build a long-term, evolving career.

Future prospects:

• On successful completion of the apprenticeship, the individual may progress into an IT Service Desk Analyst role, subject to performance and business need.

About the Company

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.

How to apply

To apply for this role and to find out more, please click on the apply button. Please note that applications may close before the application deadline, so apply early to avoid disappointment.