Jonathan Roberts Working as a Trainee Service Desk Analyst at Blackburn with Darwen Borough Council

  • School: Pleckgate High School Mathematics & Computing College
  • Studied: Level 2 Customer Service Apprenticeship
  • Working as a Trainee Service Desk Analyst at Blackburn with Darwen Borough Council
"Blackburn College and the Council prepared me for my future career by getting me ready for interactions with the public, which is very important as in my role you speak to a variety of people from all backgrounds."

Jonathan studied our Level 2 Customer Service Apprenticeship and worked as a Customer Advisor at Blackburn Sports and Leisure Centre. Since completing his Apprenticeship with a Distinction grade, Jonathan has gone from strength to strength at his Employer Blackburn with Darwen Borough Council.

At the start of the COVID-19 pandemic, Jonathan was redeployed to the Council’s IT department to work as a Trainee Service Desk Analyst – something he has embraced and is enjoying.

Jonathan said: “I chose to study at Blackburn College because they provided me with the opportunity to join Blackburn with Darwen Borough Council as an Apprentice, which allowed me to put my knowledge into practice and interact face to face with people in a Customer Service environment.

“What I enjoyed the most about my Apprenticeship was meeting new individuals and picking up communication skills that allow me to interact with anyone and everyone in a confident manner – a transferrable skill that has been useful in my career roles so far.

“Blackburn College and the Council prepared me for my future career by getting me ready for interactions with the public, which is very important as in my role you speak to a variety of people from all backgrounds.

“Moving from a Customer Advisory role into IT as a Trainee I have taken certain skills to use when I am on the phone to fellow Council employees.”

He added: “I would like to say a huge thank you to Lynne Adderley, my tutor at Blackburn College, who supported me to achieve my goals. Lynne couldn’t have helped me any more than she did, she stuck with me when I was at my lowest on the course and motivated me to the point where I achieved a Distinction. She helped me achieve something I never thought I could.

“I never thought I would make the move into IT but I am loving every second of it. A lot of it is Customer Service focused but I’m also enjoying learning new technical skills like password resets and secure email. My aim is to keep applying my craft to my trade and work my way up the IT ranks.”