1st Line Analyst at BT

Start Date:
East of England
Programme Type:
Apprenticeship - Advanced Level (Level 3)
Review Date:
May 2017

Review Score


1. Please give an overview of your role and what this involves on a day-to-day basis:


I am a 1st line analyst for a fault desk within BT. I speak with customers via phone and email and raise faults, book out engineers and perform diagnostics for the line and broadband. I work mostly with company helpdesks as well as my team of 9 within the office.

2. Have you learnt any new skills or developed existing skills?


I have learnt many new skills as when I started my apprenticeship I came from a background of childcare so didn't have a lot of background knowledge. My manager is always putting me forward for new training in regards to the network as well as routing.

3. To what extent do you enjoy your programme?


I enjoy my programme very much, it is full of opportunities for me and I have been encouraged to perform at my very best without expectations on what I should and shouldn't be able to do.

4. How valued do you feel by BT?


I feel very valued by BT. I feel that they are putting in a lot of time and money for their apprentices and this is being spent well. My manager is regular with 1-1's for me and praising me for my work.

5. How well organised/structured is your programme?


My programme now is quite well structured however when I started as an apprentice the programme was changed which caused concerns however it was changed for the better to a higher apprenticeship and I have been encouraged and given support every step of the way to make up for lost time.

6a. How much support do you receive from your training provider?


I receive a lot of support from the trainers on my programme, I was given initial training when I joined the company which was very well presented and engaging. I also receive a lot of support from my assessor with my coursework which I appreciate.

6b. How much support do you receive from your employer?


I receive a lot of support from my manager and have regular 1-1's. He listens to me and values what I have to say in regards to my work/programme as well as any issues I have regarding my personal life.

7. How well does your salary/package meet your costs?


My salary meets my costs in regards to travel as I drive and don't live very far away from work however being an older apprentice at 21 means that the salary would not support me to move out and live on my own. This is expected from an apprentice wage however.

8. Are there many opportunities outside of work?


Yes, there are lots of opportunities outside work especially for me as I am part of The Apprentice Network in my company who plan events and give support to current and past apprentices throughout the organisation.

9. Would you recommend BT to a friend?


9b. Why?

Because I feel that it is a very good company who values it's employees whether they are managers or apprentices and gives a lot of time and funding to helping everyone progress in their careers.

10. What tips or advice would you give to others applying to BT?

To check the website regularly for updates on employment and to be yourself. BT prides itself on it's people and who they are without solely looking for experience.

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