Apprentice 1st Line support Analyst Review
at FDM Group
Degree Apprenticeship
Information Technology
Leeds
Review Submitted: April 2026
Overall Rating
4.9 /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
4.8/5
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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
Diagnosing and resolving common issues such as password resets, account lockouts, software errors, connectivity problems, and hardware faults.
Providing clear, user‑friendly guidance to colleagues with varying levels of technical knowledge.
Monitoring the service desk queue to ensure tickets were prioritised and handled within agreed SLAs.
Setting up new user accounts, permissions, and basic configurations.
Installing or updating software and assisting with routine maintenance tasks.
Documenting solutions and contributing to knowledge‑base articles to support future troubleshooting.
Collaborating with second‑line and specialist teams when issues required deeper investigation.
Providing clear, user‑friendly guidance to colleagues with varying levels of technical knowledge.
Monitoring the service desk queue to ensure tickets were prioritised and handled within agreed SLAs.
Setting up new user accounts, permissions, and basic configurations.
Installing or updating software and assisting with routine maintenance tasks.
Documenting solutions and contributing to knowledge‑base articles to support future troubleshooting.
Collaborating with second‑line and specialist teams when issues required deeper investigation.
To what extent do you enjoy your programme?
5/5
I really enjoyed my time on the programme, it gave me practical experience alongside knowledge from university
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
Using a ticketing system effectively, including logging incidents, prioritising requests, and tracking progress.
Troubleshooting common IT issues, such as network connectivity problems, software faults, and hardware failures.
Active Directory tasks, including password resets, unlocking accounts, and managing user permissions.
Basic software installation and configuration, both remotely and in person.
Following ITIL‑aligned processes, such as incident management and escalation procedures.
Troubleshooting common IT issues, such as network connectivity problems, software faults, and hardware failures.
Active Directory tasks, including password resets, unlocking accounts, and managing user permissions.
Basic software installation and configuration, both remotely and in person.
Following ITIL‑aligned processes, such as incident management and escalation procedures.
Structure and Support
How well organised/structured is your programme?
5/5
I had regular check‑ins with my manager and training provider, which helped keep me on track and gave me space to discuss progress or any challenges. The workload was manageable, and I always knew who to speak to if I needed support or clarification.
There were occasional busy periods where it was harder to fit in apprenticeship work alongside day‑to‑day responsibilities, but overall the programme was structured in a way that supported my development and helped me build confidence in the role.
There were occasional busy periods where it was harder to fit in apprenticeship work alongside day‑to‑day responsibilities, but overall the programme was structured in a way that supported my development and helped me build confidence in the role.
How much support do you receive from your employer?
5/5
I had regular check‑ins with my manager and training provider, which helped keep me on track and gave me space to discuss progress or any challenges. The workload was manageable, and I always knew who to speak to if I needed support or clarification.
How much support do you receive from your training provider when working towards your qualifications?
5/5
I received a good level of support from my training provider throughout the programme. My assessor was easy to contact and regularly checked in with me to review progress, explain upcoming tasks, and make sure I understood what was required for each part of the qualification. Whenever I had questions or needed clarification, they were responsive and helpful.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
I feel that the qualification supported my development and helped me perform better in my role. The modules covered many of the core areas I needed for first‑line support, such as understanding networks, basic cybersecurity principles, troubleshooting methods, and IT service management frameworks like ITIL. Having this theoretical background made it easier to understand why certain processes existed and how to approach problems more systematically.
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
There were several extra‑curricular activities available, which helped me get more involved outside of my day‑to‑day role. The company also organised networking events, both internally and with the university, which gave me the chance to build professional connections and learn from people in different areas of the business. These activities made the workplace feel more social and helped me develop both personally and professionally.
Recommendations & Advice
Would you recommend FDM Group to a friend?
Yes
Why?
Yes, I would recommend this programme to a friend. It gave me a solid introduction to working in IT, and the combination of hands‑on experience and structured learning helped me build confidence quickly. The support from both my workplace and the training provider made the apprenticeship feel manageable, and I gained skills that were genuinely useful in my day‑to‑day role. Overall, it was a positive experience and a good starting point for anyone interested in an IT career.
What tips or advice would you give to others applying to FDM Group?
My main advice would be to prepare well and go into the process with a clear understanding of what FDM is looking for. They value professionalism, communication skills, and a willingness to learn just as much as technical ability. Make sure you can talk confidently about why you want a career in IT and how you handle challenges, teamwork, and problem‑solving.
