Service Analyst Review

Working within this role requires resilience and being comfortable working in a high pressured environment. No day within this role is the same and everyday is varied. As a service analyst it is your responsibility to manage an incident and to restore service as soon as possible to ensure there is minimal impact to our customers.

Within my first year I gained a Level 6 in Information Technology & Telecommunications Professionals, this was delivered with a combination of classroom training and written essays in relation to your role. I have learnt that it it's important to to use your time effectively and my organisational skills have improved. Completing this Level has given me confidence and has allowed me to transfer the skills I've learnt into my job.

The overall experience has been invaluable for both my career aspirations and my development. Working within RBS has also been an advantage as the team are very supportive and are always willing to help. RBS give us ample opportunities to complete our work and also have an on site team to assist with any issues.

My Level 6 apprenticeship was delivered by QA which was very well structured and communication was great. Assessors were easily accessible and happy to help whenever required and offered guidance. The classes were also very informative and each lasted about a week which was good as the classes didn't seem rushed. I am currently working towards completing my Level 8 apprenticeship which is being delivered by BPP. Unfortunately there have been a few issues with this education body where communication is very poor and they are not very organised. The overall experience hasn't been great and classes are very short and crammed lasting only 2 days.

My manager is very supportive a long with my whole team, they understand and recognise the importance of completing my apprenticeship. Every week I have a day dedicated to my apprenticeship work, which is good as it allows me to focus solely on this. I also have a mentor within my team which again is very helpful when any issues or problems arise I can seek assistance from them.

My current provider is BPP and although classes have improved immensely and lecturer's are more knowledgeable and helpful the overall support provided by BPP has been poor. Unfortunately mentors are not easy to contact and often replies are slow. There are parts of the apprenticeship (classes) I do enjoy however if support and communication improved the overall experience would be much better.

The skills I have learnt are transferable into my role and has given me more confidence when managing incidents and communicating with the different technical teams. I I feel much more knowledgeable and I have a better understanding upon completing my Level 6 apprenticeship. This has helped when liaising with different teams and business/stakeholders.

I was involved in The Tech Challenge which is an annual event hosted by The Royal Bank of Scotland for both their Apprentices and Graduates within the UK and India. We worked in teams of six to develop an idea that solved a business problem, created a proposal and pitched a solution that we are passionate about. The winning idea helped propel the bank towards our aim of being Number One for Customer Service, Trust and Advocacy by 2020.

Yes

RBS is a great company to work for and they value their apprentices. The apprenticeship route is very rewarding and is a great way to develop your skills, confidence and will better me for the future and my career. There are many development opportunities within RBS where full support is provided and in fact encouraged.

It's important to be yourself and to ensure they research the role thoroughly prior to applying so there are no surprises. The application process is very easy and stress free, if you are successful tests will follow dependant on the role. Some roles will also require a video interview so it's important to be prepared.