Service Desk Coordinator Review
at MCFT
Level 3 Apprenticeship
Customer Service
Maidenhead
Review Submitted: May 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
I work as a Service Desk Coordinator, where I build and maintain strong relationships with both customers and colleagues. My role involves processing jobs, monitoring their progress, and ensuring they are handled efficiently from start to finish. I also support communication between teams and customers to help resolve queries and keep work running smoothly. Alongside my day-to-day responsibilities, I am developing my knowledge from a customer-focused perspective, gaining a better understanding of service delivery and customer needs. I am also given dedicated time to work towards my apprenticeship requirements, allowing me to build the skills and knowledge needed for my role and career development.
To what extent do you enjoy your programme?
5/5
I enjoy my programme a lot, as I’m given responsibilities that help me develop my knowledge and skills. It’s been really useful being able to apply what I learn directly to my role within the service desk, particularly when dealing with customers and managing jobs. I like that I’m building confidence and gaining a better understanding of how the business works from different stakeholders’ perspectives. Some parts can be challenging at times, but I find that these challenges motivate me to improve further. Overall, it’s been a really positive experience and I feel like I’m developing valuable skills for the future.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
I have worked in customer service–based roles previously; however, my time at MCFT has given me more exposure to a wider range of situations, which has allowed me to develop further. I have also learned new technical skills, particularly when working with different systems, data, and reports. In addition, I’ve gained a better understanding of the importance of following processes and procedures to ensure work is completed accurately and consistently.
Structure and Support
How well organised/structured is your programme?
5/5
Overall, I feel my programme is well organised and structured. There is a clear plan in place for both my day-to-day role and my apprenticeship learning, which helps me understand what is expected of me and how I can progress. The balance between on-the-job training and coursework is well managed, and the regular support from my tutor and workplace colleagues helps keep me on track. Deadlines and milestones are clearly set, which allows me to plan my workload effectively.
How much support do you receive from your employer?
5/5
My line manager and other individuals within my team have either completed apprenticeships or are currently completing the same course, which provides me with a lot of support. This means I can easily ask questions and get guidance whenever I need it.
How much support do you receive from your training provider when working towards your qualifications?
4/5
The main point of contact I liaise with regarding my apprenticeship is my tutor. He is extremely helpful and supports me with any questions I may have via Microsoft teams.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
My course focuses on making businesses more efficient and explores different ways to identify how processes and procedures can be improved. It has also helped me develop my communication and teamwork skills, as well as a better understanding of customer satisfaction. All of these areas contribute to my development within my role on the Service Desk, helping me work more effectively and provide a better service.
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
Yes, there are different social events organised by our social committee.
Recommendations & Advice
Would you recommend MCFT to a friend?
Yes
Why?
MCFT have your best interest in personal development and growth, providing opportunities to learn new skills and gain hands-on experience in a supportive working environment. There is encouragement to develop both professionally and personally, with access to guidance from colleagues, managers, and training providers.
What tips or advice would you give to others applying to MCFT?
My advice to others applying to MCFT would be to come in with a positive attitude and a willingness to learn. It’s important to be open to feedback and take on new challenges, as this helps you develop quickly in the role. You need to genuinely want to do your best, as the more effort you put in, the more you will get out of the opportunity.
