Spotlight on Matt

National Apprenticeship Week 2021


To mark National Apprenticeship Week, we are celebrating our apprentices. We’ll be sharing their stories and achievements all week, as well as learning more about what goes into providing first-line IT support for the entire King’s community.

This year’s theme is ‘Build the Future’, so we’ll also be exploring the Service Centre’s commitment to Cornwall. Since opening in 2015, it has consistently recruited from the local area, championed staff development and delivered graduate and apprenticeship opportunities.

This investment in the next generation has ensured the Service Centre is never short of excellent talent. Twenty-five apprentices have passed through its doors, with over half staying on and continuing their careers with King’s.

Today we focus on Matt, Apprentice Service Desk Analyst who joined the business shortly before the pandemic changed our way of working.

How did you get on to the apprenticeship?

My girlfriend found the apprenticeship on the Gov website. I then applied for the position by completing the online form. I was offered an interview at the Service Centre and later that day, I was offered the apprenticeship. I have always loved computer games and that has been my main interest in IT prior to working at King’s Service Centre. I had little technical knowledge but knew I would enjoy learning more about computers.

What was it like starting your apprenticeship during the pandemic?

It was slightly strange, I had two weeks in the office and have worked from home ever since. It was a lot to learn at first, without any face-to-face interaction, but I had full support from my colleagues.

When we moved into the lockdown, colleagues provided support mostly through instant messaging, although they were more than happy to join in on remote sessions with customers to assist me.

What does your typical week involve?

My typical week involves taking calls from customers and troubleshooting their issues. For tickets that we are unable to resolve, we get as much information as possible and pass to our specialised teams.

We asked Matt’s Team Lead how he felt Matt had settled into the apprenticeship

“Matt began his employment on the Service Desk at the beginning of the Covid 19 Pandemic, which presented challenges for both his training and social integration within the team. He spent less than two weeks in the office before the first Lockdown commenced and the team began working from home. Matt has really proven himself during this time. As a team, we had to adapt to moving all of our training online, which was unexplored territory for us. Matt, however, was highly enthusiastic, and this enthusiasm made the training, even with the initial teething problems, a pleasure. Matt has become a highly valued and well respected member of staff at King’s Service Centre. He is very knowledgeable, and his customer service is impeccable; he has received huge amounts of positive feedback from our customers. He has learned about the processes and software used at King’s in a very short amount of time, and is always willing to learn. Before Christmas 2020, he was awarded ‘Colleague of the Month’, for his excellent work on his apprenticeship, and for being one of the first members of the Service Desk to gain his ITIL 4 accreditation. I can wholeheartedly say that Matt is a credit to the team”.

Keith Hill, Service Desk Team Lead.

If you are interested in an apprenticeship at King’s Service Centre then please keep checking our social media channels for opportunities.