First Line IT Support Analyst Review
at FDM Group
Degree Apprenticeship
Information Technology
London
Review Submitted: April 2026
Overall Rating
4.6 /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
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Overview of Role
5/5
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Skills Development
4.4/5
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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
Work as a first-line support analyst, providing technical support by logging, troubleshooting, and resolving IT issues. Used an ITSM tool to manage incidents, service requests, and tickets, ensuring good service delivery and customer satisfaction. Maintained accurate IT asset records and handled business-as-usual tasks such as Joiners, Movers, and Leavers (JML), escalating issues to higher support levels when needed.
To what extent do you enjoy your programme?
5/5
I enjoy my programme a lot as I love what I do and enjoy helping people with their IT issues. I love that I am learning lots during the on-the-job hours in addition to making connections with people. I also enjoy the technical problem solving aspect alot.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
Gained hands-on experience supporting users remotely using RDP and TeamViewer, managing user accounts and security through Active Directory and Entra ID, and responding to server alerts. Developed practical Microsoft 365 administration skills across Office 365, Intune, Teams, Exchange Online, and Exchange on‑prem, including mailbox management, device administration, MFA support, and account lifecycle tasks using PIM where required. Built experience in device and application support, such as laptop setup and resets, driver updates, printer and OneDrive fixes, approved application installs, hardware replacements, and managing guest Wi‑Fi, licenses, and tickets using tools such as Freshservice, Meraki, Dell Command, Adobe, and Zoom.
Developed Existing Skills
Further developed strong communication, time management, and customer service skills while working in a busy service desk environment. Improved troubleshooting and problem‑solving abilities across software, device, and access-related issues, while effectively prioritising tasks to meet service expectations. Strengthened stakeholder engagement and the ability to translate technical issues into clear, non‑technical language, while continuing to build on existing knowledge of software support, networking basics, and programming concepts.
Developed Existing Skills
Further developed strong communication, time management, and customer service skills while working in a busy service desk environment. Improved troubleshooting and problem‑solving abilities across software, device, and access-related issues, while effectively prioritising tasks to meet service expectations. Strengthened stakeholder engagement and the ability to translate technical issues into clear, non‑technical language, while continuing to build on existing knowledge of software support, networking basics, and programming concepts.
Structure and Support
How well organised/structured is your programme?
5/5
The programme is very well organised and structured. There is a clear apprenticeship schedule that balances work and study effectively, including a dedicated study leave day each week and a defined course structure with focused learning blocks, such as the recent six‑week course module. Daily stand‑ups help provide structure to the working week and ensure clear communication and support within the team. Managers are supportive and consistently allow time for study leave, while there is also strong academic support from the university, with accessible guidance and resources. Overall, the programme is well planned and provides a good balance between practical work experience and structured learning.
How much support do you receive from your employer?
5/5
I receive a high level of support from my employer. There is strong day‑to‑day support from managers and colleagues, both technically and professionally, which helps me feel confident in my role. The working environment is friendly, inclusive, and diverse, making it easy to ask questions and learn from others. I am provided with relevant technical training and guidance to support my development, as well as flexibility and understanding when working on assignments and academic commitments. Overall, the support I receive enables me to grow my skills, perform effectively in my role, and balance work with my apprenticeship studies.
How much support do you receive from your training provider when working towards your qualifications?
4/5
I receive a high level of support from my training provider while working towards my qualification. This includes regular seminars, formative assignments, and structured learning activities that support my understanding and progress. Tripartite review meetings with my university manager every two months provide valuable opportunities to reflect on progress, address challenges, and set clear goals. The staff are friendly, approachable, and supportive, offering concise and relevant feedback on assignments and optional activities throughout each course. Overall, the support provided helps me stay on track academically, build confidence, and successfully balance my studies with my role at work.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
My qualification supports my performance in my role to a good extent. It provides a solid theoretical foundation and helps develop important professional skills such as communication, documentation, organisation, and time management, which are all useful in a service desk environment. The learning has helped me understand core IT concepts and the reasoning behind processes, which improves my confidence at work. However, not all areas of the qualification are directly mapped to my day‑to‑day role, and much of the learning is theoretical rather than practical. As a result, most technical skills are developed through hands‑on experience in the workplace, with the qualification acting as a supportive framework rather than a direct substitute for real‑world practice.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
4/5
Yes, there are a range of extra‑curricular activities available at work. These include professional development opportunities such as IT certifications that I am currently working towards, alongside technical skills development and continuous learning initiatives. There are also networking opportunities, including TechSkills networking events, which allow employees and apprentices to connect with industry professionals, share experiences, and learn about career pathways in technology. In addition, the organisation runs internal marketing and engagement events, such as company campaigns, awareness sessions, talks, and presentations that promote programmes, achievements, and opportunities across the business. Knowledge‑sharing sessions, workshops, and social events are also encouraged, helping to support collaboration, visibility across teams, and both personal and professional growth beyond day‑to‑day responsibilities.
Recommendations & Advice
Would you recommend FDM Group to a friend?
Yes
Why?
Yes, I would recommend FDM Group to a friend. The company offers a supportive, dedicated, and collaborative working environment with a strong focus on diversity and inclusion. FDM actively listens to employee feedback and takes it on board, which helps create a positive and engaging workplace culture. The organisation is recognised within the tech industry, including being Tech Industry Gold recognised, and provides plenty of hands‑on experience that supports both technical and professional development. Alongside a friendly team culture and strong collaboration, FDM also offers a competitive salary, making it a great place to start and grow a career in technology.
What tips or advice would you give to others applying to FDM Group?
My advice to others applying to FDM Group would be to focus on learning the IT foundations as early and thoroughly as possible, as this will help you feel more confident as you progress. Be yourself throughout the application and onboarding process, as FDM values individuality and different perspectives. Try to think outside the box when approaching problems and learning opportunities, and make an effort to build connections with people already at FDM, as they can offer valuable insight and support. Being active on LinkedIn and other professional social media platforms can also help with networking and visibility. Finally, take time to develop good time management habits by keeping to a schedule and gradually finding a routine that works for you, as balancing learning, work, and personal development is key to success.
