Senior Service Desk Analyst Review

Item: Senior Service Desk Analyst at London Borough of Waltham Forest
Rating: 5
Author: Anonymous

at London Borough of Waltham Forest

Higher Level Apprenticeship

Information Technology

London

Review Submitted: April 2025

Overall Rating

5 /5

The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!

5/5 - Overview of Role

5/5 - Skills Development

5/5 - Structure and Support

Overview of Role

Please give an overview of your role and what this involves on a day-to-day basis:

5/5

My role is involves organizing resources and managing the day-to-day operation of the Service Desk. Some duties includes but not limited to: running Major Incidents, Problem Management, Change and implementation of new systems.

To what extent do you enjoy your programme?

5/5

I am doing Level 5 Operations Manager Apprenticeship which has helped me developed in emotional intelligence, delegation, time management, project management etc. This best part of the program is networking and hearing from others from different sectors outside of IT and their approach in work as Managers.

Skills Development

Have you learnt any new skills or developed existing skills?

5/5

I have learnt the art of delegation. Previously I struggled in this area, not wanting to share task in fear that it wouldn't be action correctly. This hindered my ability to focus on what was important and limited staff from learning new skills. I have learnt to delegate effectively.

Structure and Support

How well organised/structured is your programme?

5/5

Superb! I have PLM, a mentor that guides and mark task set on Onefile. My mentor has regular sessions with me to discuss performance/outstanding task . I also have module day that are tutor led. Canvas for extras resources and material. OTJ for training on the job.

How much support do you receive from your employer?

5/5

My employer is extremely supportive and provide/equip me with resources required to meet apprenticeship standards.

How much support do you receive from your training provider when working towards your qualifications?

5/5

I have tutors and assigned a PLM to guide me throughout my course. Canvas for additional resources and research to work towards apprenticeship qualification

How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

5/5

extremely well! I have gained knowledge and skills required to apply within my role.

Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

5/5

Additional training with other teams, google and microsoft events for networking opportunities and additional qualification

Recommendations & Advice

Would you recommend London Borough of Waltham Forest to a friend?

Yes

Why?

WF foster a culture of diversity, innovation and managers in my area are extremely supportive. They promote growth and development and treat staff well.