Apprentice IT Service Support Analyst Review

My roll sees me provide IT Support in an around the office in The National Archives. The role itself is constituted by first-line support however the apprenticeship is geared towards second-line and third-line support which supports the role greatly. I appreciate that the role allows me to combine good customer service as well as demonstrating technical knowledge within the Civil Service.

In this role, I have learnt much about delivering good customer service as I was allowed to go on a Service Desk Analyst course. I also learnt about ITIL and how it applies to my role in a separate training course. Overall, the apprenticeship has made me more technically confident both in and out of the office, particularly in IT support and troubleshooting.

I find that I enjoy the apprenticeship to a great extent. I work well with my colleagues in office and have found that I have made good friends while on training courses, some of which I have seen on later dates. I appreciate the levels of support that my colleagues are providing in office as well as from my Skills Coach from QA.

I find the program is well structured. The five courses you attend throughout the course play into the summary portfolio write-up that you have to produce and one will find that what they learn translates well into the role as they become more confident in it. I have regular meetings with my manager, senior colleagues, our HR team and my skills coach to ensure that I am developing and thriving in the role and to minimize the impact of any issues before they have a significant impact.

I find that my employer is as accommodating as they can be with regards to the apprenticeship. Unfortunately due to the nature of the job, time isn't always available however in quiet periods, I am able to crack on with my work and find that my skills coach is always satisfied with the work that is done.

QA have been very supportive in seeing myself through this apprenticeship. I meet with my skills coach regularly who provides support with the work I have completed as well as providing direction with the work I still need to do. Further to this, they are always making sure that I am clued in on safeguarding as well as arithmetic and literacy skills.

What I've learnt helps me on a daily basis as oftentimes, I find that I can go on a training course and relate it to incidents I have come across previously in my role. I have found that I understand the scope and purpose of my role better as I continue the qualification through QA.

The National Archives is good at facilitating activities outside of the standard role. For example, colleagues have the option to work in other departments for a day. Furthermore, we have a sports and social club which has allowed me to attend functions in our social area. The National Archives also hosts annual exhibitions and has made me want to explore the surrounding area of Richmond and Kew more.

Yes

The National Archives has a brilliant office based in Kew right on the River Thames and next to Kew Gardens. The location is out of the way of central London so commuting from the South and Southwest is significantly cheaper. I feel that it is a good professional environment to develop skills in and to develop a career in, especially that when you consider that The National Archives is a non-ministerial department within the Civil Service.

For anyone applying for an apprenticeship role at The National Archives. I would first advise that you feel comfortable with the scope of the role that you are applying for. You don't necessarily need skills that are directly related to the role. For example, I studied Philosophy and Politics at A-Level and I'm doing the apprenticeship in IT. Nevertheless, a basic understanding of what is required of you will be nothing short of impressive during the interview stage. There is no assessment required before the interview however there is an online form that is due to be completed as part of the job application. Applying to the job does not guarantee yourself an interview so it is important that you do your best to show competence relating to the role as well as confidence in developing yourself in the role. During the interview, be confident in the knowledge you have and be willing to give a long answer to a question. The less you are prompted, the stronger the candidate you will find yourself to be. That being said, the interview panel isn't trying to trip you up, it is more the case that you will be assessed to find out if you are going to thrive in the role. Employers for apprenticeship roles are looking for potential for development rather than technical knowledge coming into the role. When it comes to joining, you will need to be DBS checked. This is the case for joining any Civil Service role. I highly recommend that if you are going to pursue a career in the Civil Service, you should get clearance however The National Archives does sponsor this process before joining. Certain roles may also require enhanced clearance but this is handled by The National Archives and the United Kingdom Staff Vetting service. TL:DR; The application process can feel like it's drawn out but it's wholly worth it for yourself as a potential Civil Servant and for The National Archives to follow government process and ensure you are safe to work here.