Apprentice IT Technician

The jobs entails working on the helpdesk doing the following:

• Central point of contact between our users and IT Services
• Management of Incidents and Service Requests
• Receive and record all calls from our users within our Ticket Management Tool
• Provide initial assessment of all Tickets, attempt first time resolution, and /or escalation
• Monitor and escalate Tickets according to our SLAs
• Keep users informed on status and progress of their Tickets

Key responsibilities but not limited to:

• Monitor the Service Desk Mailbox and Unassigned queue
• Ensure that emails and requests are actioned and responded to in a timely manner and adhere to any SLA’s set
• Call/Chat handling for all inbound customer contact to support new and existing Ticket Requests
• Complete additional tasks as defined by the Service Desk Management
• Be able to undertake any work on the desk and work to a high technical level
• Assist in creating new or updating existing documentation
• Ticket Management

• Analytical approach with good questioning and listening skills
• Good verbal and written communication skills
• Good working knowledge of Microsoft Office packages e.g. Outlook, Excel, and Word
• Good working knowledge of Windows operating systems
• Basic understanding of network infrastructure and system components

• Positive attitude
• Willing to learn
• Team player
• Motivated
• Enthusiastic
• Hard working
• Punctual
• Customer focused
• Confident and self-motivated with a positive can-do attitude
• Able to use own initiative to troubleshoot and find solutions to technical issues

5 GCSEs at grades A*-C/9-4 (or equivalent) including maths and English.

The possibility of a full-time post upon successful completion of this apprenticeship for the right candidate.

A CRB check is required.

You will attend college one day a week for the knowledge element of the course.

The role is mainly based in the office however there will be days were work will be done at client Site. Lifting Servers/PC and installation. Working outside is also required when cabling.

Transportation between client sites is provided.

Apprentices are paid for their normal working hours and training that’s part of their apprenticeship (usually one day per week). For more information please visit:

Level 3 Digital Support Apprenticeship standard, which includes:

• Level 2 Functional Skills in maths and English (if required)
• End-Point Assessment (EPA)