7th March 2019

From Apprentice to Service Desk Analyst

Meet Thomas Hartley who joined Sir Robert McAlpine on an apprenticeship programme.

Meet Thomas Hartley who joined Sir Robert McAlpine on an apprenticeship programme following leaving school after completing his GCSE examinations. He’s two years into his technology role as a Service Desk Analyst, working within the busy Business Systems Department. So why did he choose this particular career route and what is his role really like? We find out more via this quick Q&A interview.

What made you choose an apprenticeship career route with us?

I chose an apprenticeship with Sir Robert McAlpine to gain practical, on the job, experience. I enjoy IT and like to get stuck in, learn about new technology and help to fix and resolve a whole manner of issues. Whilst doing your job, it also means you gain valuable experience and can develop your skills further. My apprenticeship has also led to permanent position on the Service Desk within the Business Systems Department as I didn’t want to go to university full time.

Describe your role and typical day

Life on the Service Desk is never boring and each day is different. Many people call us to log issues and it’s our job to resolve as quickly as possible. For example, password resets and account issues, printer, plotter and software installs, troubleshooting hardware issues with laptops, desktops and mobile phones, over the phone, or having to remotely connect to devices to assist. On the rare occasion where major issues arise, such as network outages, for example, we’re often the first port of call for users as they like to know what’s going on, so we work with other teams to provide information and work-arounds as quickly as possible.

What’s been your most memorable highlight to date?

One of my most recent and memorable highlights was when the business won the Dacorum Business Hero award for ‘Apprentice Employer of the Year’. I was invited to attend the ceremony at the Shendish Manor Hotel where I collected the award and met other inspirational category winners.

Back when I first started my journey with the business, I was given the opportunity to visit the Bloomberg London project whilst it was under construction. It was a fantastic experience which gave me a real insight into the way a construction project is run and the various roles of onsite staff to ensure the project is delivered to a very high standard.

What would you say to anyone considering an apprenticeship?

I would highly recommend it. My apprenticeship at Sir Robert McAlpine has given me possibilities and opportunities that I would’ve never ever dreamed of.

I’m extremely grateful to Sir Robert McAlpine for all the help and support that has been provided to make sure that I successfully pass my apprenticeship.

Thomas Hartley, Service Desk Analyst