Penguin Random House Limited

End User Support Analyst / Infrastructure Technician Apprentice - 18814


Penguin Random House Limited

Training Provider:


Annual wage £15,000.00
37.5 hours per week 8:30am - 5:00pm, Monday - Friday.
duration: 15 months
start: 14 October 2019
Advanced(level 3)
Infrastructure technician (apprenticeship standard)
5 October 2019 (application closing date)
They are currently looking for an enthusiastic individual who has a massive passion for IT to work for their well-known publishing group based in London.


Main role and key responsibilities: 

  • To provide on-going support for all end user services, including desktops, laptops, MACs, printers and associated servers 
  • Provide Audio Visual assistance for meetings, include audio and video conferencing.
  • Assist in the management of spare and loan equipment 
  • Respond to incidents and service requests in a timely manner, in accordance with SLA targets 
  • Liaise with third party companies who are contracted to provide services to business 
  • Maintenance and management for EUC key servers including file, print, SCCM and Casper 
  • Install and support telephony services including mobile device configuration
  • Respond and act upon system alerts as appropriate 
  • Maintain a proactive approach to operational and service issues with a focus on prevention rather than fix 
  • To collaboratively work with the PRH Service Desk and ensure they receive regular communications and knowledge articles to help with first time fixes 
  • Work closely with other Technology teams to ensure incidents are resolved and root causes are addressed 
  • Collaborate with all EUC technology team members in order to deliver consistent service delivery across all UK locations 
  • Responsible for the review and publication of the EUC Technology Service documentation – ensuring that central support documentation is developed, maintained and used appropriately 
  • To offer appropriate user education on an individual basis as required 

Future Prospects

92% of QA Apprentices secure permanent employment after finishing their apprenticeship.  Additionally there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks. 

Reality Check

Important Information: 
QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education. 

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years. 

Skills Required

  • Excellent written and spoken skills, with the ability to communicate technical information to non-technical staff 
  • Able to display empathy, patience and understanding when dealing with customers
  • Represent the technology team by always presenting a professional image when dealing with end users, third party clients, outside contractors and inter-department personnel 
  • Demonstrate a pragmatic, pro-active approach to identifying issues and resolving incidents / requests 
  • Willingness to work from other UK locations 
  • Commitment to the highest standards of customer service 
  • Able to follow policies and standards, suggesting improvements where appropriate
  • Take an active interest in the activities of the technology team and the values of the business 

Qualities Required

  • Focus on the advantages of working within a team, but also be comfortable with working independently as necessary 

Qualifications Required

3 x GCSE (or equivalent) at grades A-C/9-4 in any subject, plus GCSE English and maths (or equivalents) at grade C/4 or above. 

Training Provided

Infrastructure technician level 3 standard 

Approximately 11% of training takes place in the QA learning centre classroom. 9% is done in the workplace, through online training, face-to-face meetings with your QA Technical Skills Coach, or developing your portfolio. The remaining time will be spent on your workplace activity. 

Apply now