Apprentice Operations Support Analyst

Who are we?

We’re a specialist employee benefits provider, striving to create healthy, happy workplaces. As part of the international Unum Group, we’re on a collective mission to help the working world thrive.

The role

What will you be doing? Purpose: This is an entry-level apprenticeship role within the Modern Workplace team, designed for someone beginning their career in IT. The apprentice will learn how to support colleagues with everyday IT technology needs, while developing practical technical skills, customer service confidence and an understanding of workplace IT services. The role does not require previous IT experience. The apprentice will work under close guidance from experienced team members, following agreed processes and gradually building knowledge across devices, Microsoft365, meeting room technology, ticket handling and user support. The focus is on learning, asking questions, developing good working habits and providing friendly, reliable support.

What will you bring? Operations Support Apprenticeship - Launch Your Career in Workplace Technology Are you interested in technology and ready to begin your career in IT? Join the Modern Workplace team as an Operations Support Apprentice and learn how to provide friendly, reliable support for the everyday technology colleagues use across the business.

Why This Role Matters

Modern workplace technology helps colleagues stay connected, collaborate effectively and do their best work. In this apprenticeship, you will learn how devices, Microsoft365, meeting rooms and support services work together, while developing practical technical skills and customer service confidence. As part of the Modern Workplace team, you’ll:

• Learn to Handle Support Requests - Review incidents and service requests in ServiceNow, gather information and carry out simple troubleshooting with guidance.
• Help Colleagues with Everyday Technology - Provide friendly first‑line support in person and remotely, escalating anything complex to experienced team members.
• Get Hands‑On with Devices - Help prepare laptops, check equipment, update asset records and support basic device setup.
• Build Microsoft365 Knowledge - Support common queries involving Outlook, Teams and basic collaboration tools.
• Support Meeting Room Technology - Observe and assist with MicrosoftTeamsRooms and basic presentation equipment.
• Use Remote Support Tools - Help colleagues with straightforward technology issues using approved tools under guidance.
• Keep Clear Records - Record what was reported, the action taken and when an issue was escalated.
• Create Helpful Guidance - Help maintain simple knowledge articles and user guidance as your learning develops.
• Support Colleagues On Site - Welcome colleagues at Tech Bars, deskside support areas and office locations, helping to log or resolve straightforward queries.
• Learn Safely and Professionally - Follow team procedures, information security requirements, data protection guidance and company policies.
• Develop Through Your Apprenticeship - Take part in learning, coaching sessions, team meetings and development activities.

Skills You’ll Develop

• Incident & Request Handling - Learn how to review, update and progress ServiceNow tickets.
• First‑Line Troubleshooting - Build confidence in investigating straightforward technology issues and knowing when to elevate.
• Device Support - Develop practical knowledge of laptops, mobile devices, printers and basic workplace hardware.
• Microsoft365 Support - Help colleagues with Outlook, Teams and everyday collaboration tools.
• Meeting Room Technology - Gain experience supporting Microsoft Teams Rooms and presentation equipment.
• Asset & Setup Activities - Learn how devices are prepared, recorded and issued accurately.
• Knowledge & Communication - Write clear ticket updates, guidance notes and simple knowledge articles.
• Customer Service - Develop a patient, helpful and professional approach to supporting colleagues.

The Behaviours We Value

• Technically Curious – You are interested in how technology works and willing to ask questions.
• Great Communicator – You listen carefully and explain information clearly.
• Customer‑Focused – You are friendly, patient and committed to helping colleagues.
• Careful & Organised – You follow instructions, record information accurately and complete tasks reliably.
• Confident to Ask for Help – You seek guidance and elevate when you are unsure.
• Team‑Oriented – You work well with others, share learning and contribute positively.
• Policy‑Compliant – Follow company policies, information security requirements and data protection guidance in all activities.
• Professional & Positive – Demonstrate curiosity, reliability, professionalism and a positive attitude while building confidence in the role.
• Committed to Learning – Take responsibility for apprenticeship learning, coaching and development activities with appropriate support.

The Grit That Gets It Done

• An Interest in Technology – A genuine willingness to learn how IT services support the business.
• Basic Computer Confidence – Some familiarity with email, MicrosoftTeams and everyday office applications.
• Clear Communication – Good written and verbal communication with a friendly, helpful approach.
• A Reliable Approach – The ability to listen, follow instructions, stay organised and complete tasks with support.
• A Willingness to Learn – Confidence to ask questions, seek guidance and develop new skills.
• A Customer‑Focused Mindset – Patience and a willingness to help colleagues with different levels of technical confidence.
• Education or Equivalent Experience – GCSEs, college study or equivalent experience are acceptable; willingness to learn is more important than formal IT experience.
• Useful Experience – Customer service, school, college, voluntary or work experience is helpful but not essential.

What You’ll Bring

This is an entry‑level opportunity, and previous IT employment is not required. This role is designed for someone starting their first career in IT. Success will come from curiosity, reliability, a willingness to learn and a genuine interest in helping colleagues use workplace technology confidently. We’re looking for motivated individuals who are ready to take the next step in their tech journey.

To join this apprenticeship, you’ll need:

• Maths & English at Level2 – A solid foundation in core subjects to support your learning and communication.
• Currently Studying (and about to complete) a Relevant Level3 Qualification – This could be a T Level, A Level, BTEC, NVQ/SVQ Level3, or a Level3 Apprenticeship—ideally in an IT or technology‑related subject.
• Be available for full‑time work from December2026 when our apprentice roles start.
• Have lived in the UK or European Economic Area (EEA) for at least 3 years by the start of the apprenticeship in December2026.
• Be eligible to work full‑time in the UK for the entire duration of the apprenticeship.

Qualification & Training Provider

The Operations Support Level4 apprenticeship is a hands‑on and inspiring programme which will provide you with the knowledge and foundation to grow your career in technology. Duration of apprenticeship: 24 Months (plus end point assessment). Training Provider: West Thames College.

Why join us?

At Unum, we’ve created a workplace where people feel supported to progress and grow, and can see their ambitions coming to life. As part of our commitment to creating an inclusive workplace, we actively encourage applications from those with disabilities and those with long‑term health conditions. If you meet the essential criteria for the role and choose to opt in to the scheme during your application, you will be offered an interview under the Disability Confident Scheme. If you need assistance and/or reasonable accommodation due to a disability during the application or recruiting process, please send a request to We are proud to be a Disability Confident Employer.

Company: Unum UK

At Unum Group, we’re a Fortune500 company and leading international provider of workplace benefits and services, helping workers and their families thrive for more than 175 years. Through our Unum and Colonial Life brands, our company offers disability, life, accident, critical illness, dental and vision insurance; leave and absence management support; and behavioural health services. Our 10,000+ employees work across operations in the US, UK and Poland, as well as our dedicated TechnologyCentre in Ireland. Unum Group is committed to working with and providing reasonable accommodations for any applicant with a disability. If you are disabled and need a reasonable accommodation to participate in the application or hiring process, please contact us by submitting a request here.

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