Service Desk Analyst - Apprentice Review

The job involves answering calls from customers and documenting their tickets on our ticketing system. Then we work on the ticket until it reaches a point where we have either resolved the ticket or escalate. We interact with 2nd line daily to expand our knowledge and contribute to a knowledge base whenever we have a solution that hasn't previously been documented or that could be unique to a specific user.

Towards the beginning of your apprenticeship, if you lack familiarity with Microsoft 365 tools you may struggle to follow the structure of the induction however I believe since doing my Induction it has been revised to make it a lot easier to understand.
Everyone involved in the induction is incredibly helpful and will answer any questions that you have in relation to your schedule.
For the actual part of the apprenticeship, weekly sessions and exams etc. The structure is really good. The training provider is always happy to have a call whenever it is needed and will always deliver you a clear response. Training sessions always take place at the same time every week, with roughly a 50/50 split between in person and online however you will always know weeks in advanced.

Everyone at Node4 is always happy to answer any questions, they will always call you and guide you through anything that you have asked for help with. There are knowledge bases that are constantly being developed to make your experience as an engineer a lot smoother and streamlined.
Overall, the employer is very good at supporting you as a technician and there are always places to go and look whenever you need help.

When I was doing my Microsoft qualifications I received well structured sessions from a Microsoft trainer. The training provider will also support you with resources and they will make it clear to you that they can give you things to assist your learning as long as you're happy to ask for this.

The training that you will receive will allow you to better understand why things happen, this essential builds a foundation for you to build on top of. Understanding the theory behind the skills is vital for you to further develop in your ongoing role as the skills aren't always the best thing.

Yes

Simply put the program is excellent. There is always someone to help and it's incredible that they provide Microsoft examinations to you for free as well as the training behind them to make sure that you aren't falling behind. At this moment in time, they are pushing so hard for people to get qualified that there is actually a back log of Microsoft exams which I find to be really impressive. There is plenty of path ways forward and recently we have had discussions about where we would like to go within the business after our apprenticeship so that "fast-track" courses can be put in place.