Apprentice Operations Support Analyst

About Unum

Role overview

What you will do

• Review ServiceNow incidents and requests, gather information and carry out simple troubleshooting with guidance.
• Provide first-line support in person and remotely, escalating complex issues to experienced colleagues.
• Help prepare laptops, check equipment, update asset records and support basic device setup.
• Assist with Outlook, Teams and other everyday Microsoft 365 collaboration queries.
• Observe and assist with Microsoft Teams Rooms and presentation equipment.
• Use approved remote support tools for straightforward issues under guidance.
• Record reported issues, actions taken and escalations; help maintain knowledge articles and user guidance.
• Welcome colleagues at Tech Bars and deskside support areas and help log or resolve straightforward queries.
• Follow procedures, information security requirements, data protection guidance and company policies.
• Take part in apprenticeship learning, coaching sessions, team meetings and development activities.

Skills developed

• Incident and request handling, including reviewing, updating and progressing ServiceNow tickets.
• First-line troubleshooting and knowing when to escalate.
• Support for laptops, mobile devices, printers and basic workplace hardware.
• Microsoft 365 support, including Outlook and Teams.
• Meeting room technology and presentation equipment.
• Device preparation, asset recording and issuing equipment accurately.
• Clear ticket updates, guidance notes and simple knowledge articles.
• Customer service and a patient, helpful and professional approach.

What you will bring

• Interest in technology and willingness to learn and ask questions.
• Clear communication and careful listening.
• A friendly, patient and helpful approach to supporting colleagues.
• Careful, organised and reliable working habits, including accurate record keeping.
• Confidence to seek guidance and escalate when unsure.
• Ability to work well with others and follow company policies.