Turning Point

Apprentice End User Services Analyst with Turning Point - Advanced (Level 3)

Turning Point (Employer)

Bpp Professional Education Limited (Training Provider)

Weekly wage £250.00
37.0 hours per week Monday to Friday
15 months (duration)
1 October 2021(start date)
Information communications technician (apprenticeship standard)
24 September 2021 (application closing date)
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Job Description

Turning Point has an exciting opportunity for an individual just starting out their career in IMT to join our End User Services Team as an End User Services Analyst Apprentice.


To become a valued member of the End User Services team, through on-the-job experience and learning through the Level 3 Information Communications Technician apprenticeship.

Stakeholder Management:

  • Receiving and logging calls via telephone, email or in person, resolving queries in a customer focused manner
  • Administration of User permissions
  • Resolving technical incidents – break/fix, hardware and software
  • Research technical solutions
  • Communicating with stakeholders on the progress queries on a regular basis and in line with Service Level Agreements (SLAs).
  • Adhoc travel to various locations to support the needs of the business

Incident / Change / Problem Management:

  • Receiving and logging calls via telephone, email or in person
  • Escalating incidents internally
  • Escalations with 3rd party vendors when appropriate
  • Contribute to the problem management process
  • Monitoring of alerts and notifying appropriate resolving group

Request Management:

  • Installation of hardware, software and licences
  • Arranging structured cabling
  • Re-imaging of desktops and laptops
  • Conducting technical site surveys, working in conjunction with the project executive

Asset and Licence Compliance:

  • Ensuring that Turning Point asset and licence database is kept up to date
  • Amend the asset register in accordance to process

Service Product / Catalogue:

  • Ensuring that Turning Point Product and Service catalogue is kept up to date

Risk Management:

  • Escalations internally to ensure incidents and problems are managed to resolution
  • Escalations with 3rd party vendors to managed incidents and problems through to resolution

Knowledge Management (ITIL, knowledge base):

  • To keep Knowledgebase documents up to date for EUS staff and users enabling self-fix

Mobile Management:

  • To support Mobile Management by assisting with the associated administrative & technical tasks
  • Assist with provision, transfer (remote wipe) and disposal
  • Assist with reporting requirements including cost analysis
  • To work within Turning Points Policies and Procedures


  • Comprehensive opportunities to learn and develop, with silver accreditation from Investors in People
  • 28 days’ paid holiday a year, increasing with each year of service up to 30 days. Plus the option to purchase additional holidays
  • Flexible benefit options including cycle to work schemes and season ticket loans
  • Competitive pension and life assurance schemes
  • Employee assistance programme and access to online health and wellbeing support
  • Flexible working patterns to support work-life balance
  • Access to a wide range of discounts, including cinema tickets, grocery and high-street shopping and gym memberships

Future Prospects

Opportunities to develop in a wide variety of IMT areas - Service Delivery, Infrastructure, Security, Applications, Information)

Reality Check

Please ensure that you apply for the position as soon as possible to avoid disappointment. The closing date is a rough guideline as to when an advert will close. The advert may close before the given closing date if the employer has filled the position(s).

BPP have a dedicated team who support students with disabilities, learning difficulties, health conditions and wellbeing. Please contact us at apprenticeshipapplications@bpp.com if you have any queries or would like more information.

Skills Required


  • Ability to use Microsoft office applications to an intermediate standard
  • Knowledge of Windows operating systems


  • ITIL4
  • CompTIA A+
  • CompTIA N+
  • CompTIA Security +
  • MCP (Microsoft Certified Professional)
  • Previous experience in a customer service environment
  • Previous involvement/participation in projects, work/academic based.
  • Previous experience in volunteering
  • Knowledge of service management software (SysAid advantage)


Qualities Required


  • Ability to use Microsoft office applications to an intermediate standard
  • Knowledge of Windows operating systems
  • Excellent communication skills, both verbally and written
  • Ability to work both independently as well as collaboratively with IMT and the wider organisation
  • Customer focused approach to both internal and external customers
  • Ability to work under pressure and meet deadlines
  • Good problem solving skills and desire to innovate
  • Ability to prioritise customer requirements
  • Motivated to learn
  • Strong time management capabilities to balance work and study
  • Genuine interest and desire for a career in the IMT Field
  • Strong work ethic


  • Has an empathetic approach to a social enterprise
  • Escalates concerns or issues to the appropriate level and the appropriate time

Qualifications Required


  • 5 GCSE's including, Maths and English Grade A-C, or equivalent


  • Customer service qualification
  • Experience of delivering customer service / application support in a range of fast-moving environments



Training Provided

As an Information Communication Technician with BPP, you will complete the Infrastructure Technician Level 3 Apprenticeship. Upon successful completion of the apprenticeship, you will achieve the CompTIA A+ certification.

This programme is delivered through a combination of online teaching, coaching and workplace development, in addition to a range of other sessions to ensure that you progress as a well-rounded Infrastructure Technician.

Register interest