Sota

About the Company

Sota is one of the UK's leading independent providers of professional IT managed services. We have embraced the challenge of the new era of digital transformation, investing in people, knowledge, and specialist technical facilities to establish independent cloud platforms, hosted in our own datacentres. Our platforms form the building blocks of the modern workplace, powering a new generation of managed services for IT support, cloud computing, cyber resilience, connectivity, and unified communications.

Listed Jobs

Company Name

Sota

Job Title

Service Delivery Analyst (Apprentice)

Job Description

**Job title**: Service Delivery Analyst (Apprentice) **Role Summary**: Provide frontline Service Desk and remote support, resolve hardware/software issues, and perform basic system maintenance and installations across Sota’s portfolio. Through on‑the‑job training and shadowing, develop skills to progress to Level 3 responsibilities while maintaining high service standards. **Expectations**: - Deliver quick, professional issue resolution and exceptional customer service. - Meet defined response and resolution metrics. - Demonstrate continuous learning, adaptability, and teamwork. - Maintain accurate documentation and adhere to established processes. **Key Responsibilities**: - Respond to inbound customer requests via phone, email, or ticketing system. - Troubleshoot and resolve hardware and software problems. - Assist with low‑complexity system build, installation, and basic maintenance tasks. - Log incidents, updates, and resolutions in the ticketing system. - Shadow senior Service Desk Analysts and participate in training modules. - Contribute to service improvement initiatives and process documentation. **Required Skills**: - Hands‑on experience with basic hardware and software troubleshooting. - Strong customer‑service orientation and clear communication skills. - Quick learner, adaptable to fast‑paced environments. - Detail‑focused problem‑solving mindset. - Team player committed to quality and continuous improvement. **Required Education & Certifications**: - Minimum high‑school diploma or equivalent. - No mandatory certifications, but interest in technology and willingness to complete apprenticeship training is essential.

Sittingbourne, United kingdom

On site

09-10-2025