QA Ltd

Technical Support Analyst Apprentice

Ref: 81773
Programme: Scotland | IT Systems and Networking
Location: Edinburgh House, 4 N St Andrew Street, Edinburgh, EH2 1HJ
Salary: £19,000 per annum.
Closing date: 03/04/2023

Employer description:
Computershare is a global leader in financial administration with over 14,000 employees around the world, serving over 25,000+ clients.

If you are looking for an exciting and unique opportunity, Computershare are currently seeking a Technical Support Analyst Apprentice to join the team in their global technology hub based in the centre of Edinburgh.

The Service Desk function is responsible for logging all incidents and requests, including categorisation, prioritisation and where possible providing a first contact resolution. Technician’s must develop a strong knowledge of all tasks associated with the role.

As an Apprentice Technician, you will be assigned a mentor who will focus on preparing you for a job as a self-sufficient Apprentice through shadowing, training and increasing your service knowledge.

Key Responsibilities:

  • Respond to customer queries and requests via a number of methods including phone calls, live chat service, email and support tickets.
  • Provide First Contact Resolution by troubleshooting whenever possible using the knowledge base and other tools at your disposal.
  • Identify repeat incidents and highlight potential process improvements.
  • Learn how to complete user access requests, software installs and local hardware requests.
  • Build and maintain good working relationships with all teams across the organisation.
  • Ensure that all procedures and documentation are kept current, and that any amendments are communicated to the team.

What we are looking for:
Required skills:

  • Professional and courteous telephone manner.
  • Willingness to work flexible hours / shifts.
  • Strong verbal and written communication skills.
  • Team working
  • Able to learn new technologies and work in a technical environment.
  • Able to follow set processes & procedures and highlight potential improvements.
  • Understanding of Microsoft


  • £19,000 per annum
  • It will increase to £26,000 per annum, depending / subject to performance.

Working week:

  • 40hrs a week.
  • 8-hour shift pattern.
  • Between 8AM – 10PM, Monday – Friday.

Future Career Progression:

  • With Computershare your further career development is vital.
  • Our Internal development program provides you with pathways into roles such as Application Support, Software Development, IT Security and many more.

Important information:
QA’s apprenticeships are funded by the Skills Development Scotland agency.

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.