In Summary

If you’re someone who’s naturally good with people and interested in getting a start in IT - one that offers a real challenge and the opportunity to develop and grow - this could be the route for you.

Job Description

IT Service Desk Analyst Apprentice – Level 3 – Technology

Location: York

If you’re someone who’s naturally good with people and you’re interested in getting a start in IT with a career that offers a real challenge and the opportunity to develop and grow — then this could be the route for you. 

As the UK’s largest insurer, a FTSE 100 company, and an international leader in our industry, Aviva’s Technology teams are crucial to our success. We truly believe our Technology community is amongst the most experienced and supportive anywhere. Without their ideas, skills and support, we wouldn’t be the company we are today.  

Our IT Care department is the internal IT support for Aviva. Join us in this team and you’ll get a brilliant start in Technology, earn a salary whilst working towards qualifications and learn from some of the most inspirational people in tech.  At Aviva, our Apprentice roles are permanent from day one.


What does it involve? 

Our IT Service Desk Analyst Apprenticeship is designed for people who are passionate about providing a great service. If you can build relationships with just about anyone and take pride in fixing problems and using technology to create solutions, this role could be a good match for you.

During your first c18-months, you’ll spend 80% of your time gaining real hands-on experience in the role and 20% dedicated to your Level 3 IT Solutions Technician Apprenticeship studies. As long as you’re curious and passionate about technology, then we can teach you the rest — you’ll have a structured training programme and a support network to help you develop.

Our IT Support team plays a crucial role in ensuring our colleagues have expertise on hand to help with their technology issues. Join us as an Apprentice and you will be the first port of call for any technical queries. We will train you to troubleshoot, evaluate and implement fixes for a wide range of IT related issues and requests — think Customer Service and IT Technical Support blended together. You will be helping your colleagues via multiple platforms such as live chat and the telephone, while educating people in using self-service channels. As you gain more experience, you will have the opportunity to work through more complex incidents that were not fixed first line. 

There’s a lot of variety to be found here. Every day offers something different, so your passion for helping people and delivering better service will really have a chance to shine here.

You don’t need to have prior technical knowledge before applying, because your training will cover everything you need to know. We’re diligent about standardising and documenting our support procedures for the applications, operating systems, hardware, and mobile devices we use, so you will have lots of resources on hand to refer to.


What’s in it for you?

• A permanent job from day one
  
• Starting salary of £23,900 including paid Apprenticeship study time
  
• A Level 3 IT Solutions Technician Apprenticeship with all your training paid for
  
• Support towards relevant professional qualifications and lots of other development opportunities
  
• A great support network to help you grow into your role
  
• 25 days holiday, plus bank holidays
  
• Opportunities to get involved and give back to our local communities with paid volunteering time
  
• Contributory pension scheme
  
• Discounts on all Aviva products
  
• A discretionary annual performance-related bonus
  
• Share Save scheme
  
• Flexible working and wellbeing support 
  

What do we look for?

New insights, perspectives, and diversity of thought are all invaluable to us. Which is why you don’t need to have studied IT to join us in Technology. We have Apprentices who have studied everything from Music to Maths to History, and they’re all equally brilliant. For these roles you’ll need to:

• Have at least five GCSEs or Scottish National 5s at A*-C or 9-4 grade (or equivalent), including English and Maths
  
• Be a good collaborator with great interpersonal skills
  
• Show an ability to empathise with your colleagues and customers, treating others as you would like to be treated
  
• Show attention to detail and the capability to deliver within clear timescales
  

You’ll also be a confident communicator who can explain technical concepts clearly and concisely. You’ll have strong analytical and problem-solving skills, a love of learning, and a commitment to continually developing yourself. And it goes without saying that we’ll be looking to see that you have a genuine interest in technology and how to use it to best serve customers and employees.  


Where will you be based? 

We offer these Apprentice roles in our York office.   

Your working hours will operate on a rolling shift pattern (eg 0700-1500 / 0800-1600 / 0900-1700 / 1000-1800) that allows you and the team to fully support our internal colleagues with their IT issues Monday – Friday 0700 – 1800.  Don’t worry, you will be given plenty of notice of your rota. 

It is likely that you’ll balance time in the office with working from home. We call this Smart Working. Three days in the office, and two days from home per week is a very typical example but will vary between teams. When you join us, your leader will take time to discuss this with you, and agree what works best for you, your team and the business.

As we adopt this Smart Working approach, it’s important to note that you will need to live within a commutable distance of the relevant location you are offered a role in. That way you will get to spend time with your team in person, as well as virtually, and get access to the right support networks internally to help you to succeed.
 

About Us

We’re a leading international insurance, savings, retirement, and investment business. We are here to help our customers plan for the future and, when the worst happens, make things right.  

You might be thinking that we’re just another boring, corporate firm. But we don’t all wear suits and shiny shoes here. We’re proud to be different and just like our customers, our people are a mix of cultures, genders, and ages.  


What’s the application process?

Start by pressing 'apply' to be taken through to our online application. 

There, you'll be asked to complete a short questionnaire about your motivations and submit it along with your CV.  

If you match our criteria (or get pretty close), we’ll ask you to complete our online Numerical Reasoning and Situational Strengths tests.  

Pass those and next will be a video interview.  

The final stage is a virtual assessment day, with tasks that enable you to show us what you're good at and what you enjoy.  

Impress us there and we'll offer you a role to start in September 2024. 
 

Additional Information

We are inclusive — we want applications from people with diverse backgrounds and experiences. 

Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply? And if you’re in a job share just apply as a pair. 

We flex locations, hours and working patterns to suit our customers, business, and you.Most of our people are smart working — spending around 60% of their time in our offices and 40% at home.