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      IT Support Analyst Apprentice – London

      • L3 Information Communication Technician
      • London


      Level 3 Information Communications Technician


      30 Stamford Street, London, SE1 9LQ


      £15-18k per annum

      Please contact Tom on or call 0113 3500 333

      About the company:

      Civica provide a wide range of business-critical software, digital solutions and technology-based outsourcing services which makes Civica a leading partner for customers across national, regional and local government, health and care, education and public safety, together with commercial organisations in highly regulated sectors.

      Brief job description:

      Estio Training have an exciting new opportunity for an IT Support Analyst Apprentice with Civica.

      Job Description:

      You will be Responsible for the provision of high-quality product support to civica’s financials’ customer base.

      Your duties and responsibilities in this role will consist of:

      • Develop knowledge and skill sets to confidently support Civica’s financials’ products and solutions.
      • Utilise knowledge and experience of operating systems and databases to investigate reported faults.
      • Ensure customer information records are accurately maintained for each installed customer.
      • Investigate customer reported problems connecting to customer sites as appropriate.
      • Replicate issues and resolve according to contract SLAs.
      • Liaise with Development to find resolutions to reported software product defects and to ensure that bugs/change requests are managed effectively.
      • Ensure customers are kept advised of problem progression.
      • Escalate major issues ensuring key internal staff are kept advised of impact and solution progression.
      • Maintain an in-depth understanding of the product, its operation, interface to external systems and data structure.
      • Build effective relationships with both internal and external customers.
      • Ensure that reported issues are resolved within customer service level agreements.
      • Develop customer relationships and attend customer sites when required.
      • Assist with product testing, during release phases.
      • Produce knowledge base articles from knowledge experience.


      • 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

      Essential Skills

      • Ability to display a high level of commitment to Customer Service
      • Excellent communication skills written, verbal and face to face contact
      • Ability to work independently recognising and setting priorities for self
      • Ability to take initiative to find new and improved ways of working
      • Ability to take responsibility and provide an escalation point
      • Ability to work under pressure and prioritise a busy workload
      • Ability to manage difficult customer situations
      • IT confident

      Personal qualities:

      • Experience of working/supporting financial systems desirable
      • IT or Accountancy based qualifications desirable

      Future prospects:

      The role offers long term security and the opportunity to progress into a permanent position.

      Training to be provided:

      Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

      Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

      Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

      • Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
      • Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
      • Prioritise systems support tasks and monitor and maintaining system performance
      • Maintain regulatory, legal and professional standards.
      • Support the information systems needs for your business.

      For a full list of programme modules visit:

      To apply for this job email your details to