First line support analyst Review

I work as a first line support analyst, day to day role includes answering phones, dealing with customers directly, working on their issues. Daily, I speak with clients, and third party integration companies. I am responsible for my team, as their team leader, and ensure that they are completing the work that they should be on the day to day.

ITIL v3 training, became more adept with Windows and networking.

Work, my team, the company, and everything all in all related to where I work is great, cannot fault it, however occasionally, a lot more pressure is put on apprentices than should be, as they are treated as fully fledged staff members.

Appreciated by my manager, my new manager started after myself and was amazed that I was an apprentice, as I had taken on so much responsibility and been promoted within my role to team leader.

The actual apprentice side of the programme has little to no structure, the apprenticeship provider 3AAA offer very little support or guidance on the work. I find the work easy, yet they make it difficult to complete.

None at all.

So much support is received from my employer, they encourage me to complete the work and kept me going through the work.

The salary is minimal, but slightly above minimum wage for an apprentice, but also additional bonuses of out of hours work are included.

Not really.

No

The apprenticeship scheme (at least with the provider I am with) is extremely poor, and I have suggested to a friend not to get an apprenticeship based on this experience.

Just read up on what to do in an interview, when you go for your interview with the employer, the apprenticeship provider will already have helped you, you just need to push the boat out and seal the deal.