1st Line Service Desk Apprentice

Atos SE; Birmingham; On-site; GBP 21,000 - 24,000; Full time

Benefits offered by this job

25 days annual leave + bank holidays

Private medical insurance and pension

Employee discounts

Job summary

Atos is offering an apprentice IT Support position in Birmingham, providing 1st line helpdesk for a UK public sector client. You will be the face and voice for users, handling calls, emails, tickets, and chats while you learn on the job.

As part of the apprenticeship you will dedicate 20% of your time to your Level 3 qualification, receive mentoring, and have access to benefits like 25 days leave, private medical insurance and a pension.

Qualifications

• Excellent verbal and written English skills.
• Genuine interest in IT, computers and how technology works.
• Logical mindset with enjoyment of solving problems.
• Patience and desire to help users with technical issues.
• Willingness to ask for help and support colleagues.
• Maths and English GCSE grade 4/C or above, right to work in England.

Responsibilities

• Being first Point of Contact: Answering incoming calls, emails, tickets and web chats from clients regarding IT issues.
• Incident Logging: Accurately logging details of faults and requests into our Service Management tool.
• Troubleshooting: Diagnosing and resolving basic technical issues such as password resets and account unlocks.
• Software installation and Microsoft Office/365 queries.
• Basic hardware faults (Laptops, Printers, Peripherals).
• Escalation: Identifying complex issues that need to be passed on to 2nd or 3rd line support teams.
• Customer Service: Keeping users updated on ticket status and ensuring high satisfaction.
• Learning: Dedicating 20% of working hours to apprenticeship studies and coursework.

Skills

Communication

Passion for Tech

Problem Solving

Empathy

Team Player

Education

Maths and English GCSE - Grade 4/C or above

Job description

The Opportunity

Atos are investing in our future by investing in yours. We have recently announced our intentions to provide services to many of our customers through UK-based delivery capability, offering long-term careers within the communities of Birmingham from where we operate and will grow our business from over the next decade.

The Role

Are you the person your friends and family turn to when their computer breaks? Do you have a passion for technology and a desire to develop a career in IT?

We are building a team to provide IT Support and Services to one of our critical public sector clients, with users across the UK. The initial team will work as 1st Line Support Desk Agent, under an Apprentice program, completing a nationally recognized qualification while fulfilling your role.

You will be the "face" (and voice) of Atos for our clients. You will be the first point of contact for users experiencing technical issues, helping to resolve them quickly and efficiently.

Key Responsibilities

As an apprentice, you will gradually take on more responsibility as your skills grow. Your day-to-day will include:

• Being first Point of Contact: Answering incoming calls, emails, tickets and web chats from clients regarding IT issues.
• Incident Logging: Accurately logging details of faults and requests into our Service Management tool.
• Troubleshooting: Diagnosing and resolving basic technical issues such as:
• Password resets and account unlock.
• Software installation and Microsoft Office/365 queries.
• Basic hardware faults (Laptops, Printers, Peripherals).
• Escalation: Identifying complex issues that need to be passed on to 2nd or 3rd line support teams.
• Customer Service: Keeping users updated on the status of their tickets and ensuring high levels of customer satisfaction.
• Learning: Dedicating 20% of your working hours to your apprenticeship studies, workshops, and coursework.

Who We Are Looking For

You do not need previous professional IT experience. We hire for potential and attitude.

• Communication: Excellent verbal and written English skills. You will be explaining technical things to non-technical people.
• Passion for Tech: A genuine interest in IT, computers, and how technology works.
• Problem Solving: A logical mind that enjoys figuring out puzzles and fixing things.
• Empathy: Patience and a desire to help people who are frustrated with technical problems.
• Team Player: Willingness to ask for help and support your colleagues.

Minimum Entry Requirements:

• Maths and English GCSE - Grade 4/C or above.
• You must have the right to work in England and have lived here for the last 5 years.

Location:

Birmingham Business Park (Onsite)

What We Offer You

Atos is committed to helping you build a long-term career. Upon successful completion of

your initial apprenticeship, our Internal First policy will enable you to express interest in further roles across our business areas including AI, Cyber Security, or Cloud Engineering.

• Training: Full support to achieve your Level 3 Apprenticeship qualification.
• Mentorship: Coaching, team leadership and pastoral care to support your development.
• Benefits include:
• 25 days annual leave + bank holidays.
• Private medical insurance and pension scheme.
• Employee discounts (retail, cinema, travel).

Diversity, Equity & Inclusion

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all. As a Disability Confident employer, we encourage applications from all applicants, especially, differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to making reasonable adjustments to the application and assessment process to accommodate your needs.

We are also a care leaver-friendly employer. If you require additional support with your application, please contact our recruiter or send an email to our dedicated mailbox - [e-mail]