1st Line Service Desk Apprentice

Atos Group; Hurley; On-site; GBP 17,000 - 19,000; Full time

Benefits offered by this job

Competitive apprentice salary

25 days annual leave + bank holidays

Private medical insurance and pension

Employee discounts (retail, cinema, 여행

Job summary

Atos Group is hiring for a 1st Line IT Support Apprentice based in Birmingham Business Park. You will be the face and voice of Atos for clients, handling incoming IT issues, logging incidents, and guiding users to quick resolutions while balancing your apprenticeship studies.

The program combines hands-on support with a nationally recognised Level 3 qualification, offering long-term career opportunities within Atos’ growing UK delivery capability.

Qualifications

• Excellent verbal and written English communication.
• Genuine interest in IT and technology.
• Logical problem-solving mindset.
• Patience and a willingness to help users who are frustrated.
• Collaborative team player who seeks assistance when needed.

Responsibilities

• Being first Point of Contact: answer calls, emails, tickets and chats from clients regarding IT issues.
• Log incidents accurately into the Service Management tool.
• Troubleshoot basic issues like password resets, Office/365 queries and basic hardware faults.
• Identify issues that need escalation to higher support
• Keep users updated on ticket status and outcomes.
• Dedicate 20% of working hours to apprenticeship studies and coursework.

Skills

Communication

Passion for Tech

Problem Solving

Empathy

Team Player

Education

Maths GCSE 4/C or above

English GCSE 4/C or above

Job description

space. 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

• 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.

Essential Skills & Attributes

• 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

hackajob is partnering directly with Atos to hire for this role.

About Atos Group

Atos Group is a global leader in digital transformation with 52,000 employees and annual revenue of c. € 10 billion, operating in 54 countries under two brands Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos is a SE (Societas Europaea) and listed on Euronext Paris. The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information Security, or Cloud Engineering.

Benefits include

• Competitive apprentice salary.
• 25 days annual leave + bank holidays.
• Private medical insurance and pension scheme.
• Employee discounts (retail, cinema, travel).

Training & Mentorship

• Training: Full support to achieve your Level 3 Apprenticeship qualification.
• Mentorship: Coaching, team leadership and pastoral care to support your development.

Diversity, Equity & Inclusion

Here at Atos, diversity and inclusion are embedded in our DNA.

Read moreabout 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