Apprentice Service Delivery Analyst

  • EXETER , Devon
  • £299.60 per week

Nexus provides a range of technical services to customers around the UK, the Service Desk provides customers with expert support to quickly resolve incidents and problems. A Service Delivery Analyst provides triage functions and first line support to customers either remotely or at customer sites.

Vacancy provider logo for Exeter College

  • GMFJ Reference
  • Wages
    £299.60 p/w
  • Hours
    40.00 per week
  • Date Posted
  • Start Date
  • Duration
    Not Specified

  • Location
  • Status
    Now Taking Applications
  • Sector
  • Opportunity Type
    Advanced Level 3
  • Apprenticeship Standard
    Information communications technician (ST0973)
  • Employer


As an apprentice, you will be working towards and upon completion of your apprenticeship, you will be able to:-

· Be the first point of contact for customers contacting the Service Desk, taking ownership of the incidents and resolving within contracted SLA

· Understanding desktop operating systems and dealing with a range of customer incidents

· Resolving or progressing proactive alerts within the contracted SLA

· Working as a team

· Promoting the Service Desk in providing a one-stop service support solution

· Representing Nexus in a professional and helpful capacity with an excellent telephone manner or directly with customers

· Managing and prioritising your workload

· Remote support to our customers using both excellent verbal communication skills and remote management tools to provide excellent efficient support.

· Internal IT support to our training business, ensuring the classrooms are configured to the correct technical specifications for the scheduled courses.

· Awareness of the importance of Information Security policies and processes applicable to our organisation and our ISO27001 Certification.

For more information about this vacancy please contact Exeter College on 01392 400800 (Ref ID: 240805)

Company website :

Desirable Skills and Behaviours

· Familiarity of working within Service Level Agreement (SLA) environments.

· A basic understanding of server administration and diagnostics.

· Microsoft Certified on a desktop Operating System. (Windows 7 onwards - Free Microsoft Learn in MS900 & A2900

· Basic understanding of Windows Server administration (Provisioning users, resetting passwords)

· Familiarity with server management tools (HP System Manager, Dell OpenManage)

· Familiarity with monitoring and troubleshooting Backups. (Symantec Backup Exec, Veeam, Datto)

· Familiarity of DNS and basic troubleshooting tools (NSLookup)

· An understanding of networking and basic troubleshooting tools (Ping, Tracert)

· A full UK driving licence as onsite support may occasionally be required to meet work demands and learning and development needs

English & Maths GCSE 4 (C) and above

ICT qualification

Free online training - Microsoft learn in MS900 & A2900

To attend Exeter College one day per week, during term time only. Upon completion of the apprenticeship you will receive a Level 3 qualification in Information Communications Technician.

· The ability to provide an good customer experience

· Good verbal and written communication skills

· A willingness and desire to expand your own skills and knowledge through learning and development.

Career Path

From a Service Delivery Analyst role, options for career progression are (but not limited to):

Service Delivery Technician – Providing 2nd line remedial support to customers (internal and external).

Technical Assurance Analyst – Providing project management support to the technical department.

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Exeter College's Apprenticeship programme stands out as one of the best in the country, winning numerous awards for Apprenticeship training and delivery. We achieve higher than national average success rates, which means you are more likely to succeed with Exeter College.

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