2027 End User Support Apprentice

Thales; Doncaster; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Salary as apprentice£24,000/year

Holiday entitlement 201 hours/year

Contributory Pension

Health Care Plan

Hybrid/flexible working

Learning and development support

Employee discounts

Job summary

Thales is offering an End User Support Apprentice role in Doncaster as part of a Level 3 ICT apprenticeship. The role provides hands-on IT support to UK business users via the Service Desk, with full training and a clear path to a permanent position on successful completion.

The apprenticeship runs 18 months with one day per week for study and four days on real IT/IS work. You will gain experience in incident handling, security, and service management while earning £24,000 per year.

Qualifications

• 5 GCSEs grade 9-4 (A-C) including English and Maths
• Eligible to work in the UK
• Interest in IT support and problem solving

Responsibilities

• Logging, troubleshooting, diagnosing and managing incidents
• Assisting with incidents and service requests
• Supporting end users over phone and chat
• Collaborating with EUS and IS squads
• Ensuring security and process compliance

Skills

Service Desk

IT support

Communication

Teamwork

Security awareness

Education

Level 3 ICT apprenticeship

Tools

ServiceNow

Job description

Location: Doncaster, United Kingdom

Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust.

Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services.

2027 End User Support Apprentice – Level 3 Information Communications Technician Apprenticeship

Start Date: 6 September 2027

Salary: £24,000 per annum

Employee type: Permanent

Location: Doncaster

Working Schedule: 37 hours a week, Monday - Friday across 3 shift patterns covering hours between 7:30am - 6pm

Are you passionate about IT and offering great technical support? Do you have an inquisitive mind? Do you want to be part of an Apprenticeship Programme that will develop and challenge you? If so, then look no further…

Benefits of the programme:

• Earn a salary while studying for your apprenticeship
• Gain hands‑on experience in a real IT support environment
• Receive job‑specific training and development
• Secure a permanent role from the start of your apprenticeship
• Tuition fees for the approved training providers are fully covered

About The Role

As an End User Support Apprentice, you will become a valued member of our EUS squad to cover IT support to all UK business users via our Service Desk.

Your responsibilities may include:

• Logging, troubleshooting, diagnosing and managing incidents
• Assisting with incidents & service requests
• Assisting end users over the phone and via chats
• Collaborating with the wider EUS and other IS squads
• Ensuring security and process compliance is adhered to

What You Will Learn

Throughout your apprenticeship, you will develop knowledge and skills in:

• ServiceNow (Service Desk tool)
• Assisting end users with day‑to‑day issues
• Delivering excellent service to internal customers
• Working closely with colleagues across functions to collaborate effectively
• Core IT principles
• Service management and troubleshooting
• IT Security fundamentals

Apprenticeship Programme

For this position, you will enrol onto a Level 3 ICT apprenticeship programme, delivered via a virtual delivery model over an 18-month duration. This programme will provide you with a strong foundation in IT best practice, skills and knowledge. You will learn to diagnose faults, provide technical support to internal customers and learn the tools, processes and policies needed to work within an IT environment. You will be given one day per week in which to focus on your academic studies, with the other four days spent applying your learning in a real‑life IT/IS team.

The programme is delivered through a blended learning approach, combining:

• Virtual coaching sessions
• Online learning resources

Entry Requirements

To apply, you will need:

• 5 GCSES grade 9-4 (A-C) including English and Maths

Please note that applicants who already hold a relevant degree will not be eligible for this programme.

Benefits

• Competitive salary of £24,000 per annum
• Performance‑related pay uplifts
• Holiday entitlement of 201 hours a year (plus a company day and bank holidays)
• Contributory Company Pension
• Health Care Cash Plan
• Hybrid/flexible working options
• Employee assistance programme
• Learning and development support
• Employee discounts and wellbeing initiatives
• Life Cover
• 80 Hours Volunteering per year (first two years)

Because of the work we do at Thales, all roles are subject to security requirements.

Closing date: Our applications will close at 11.59pm on Wednesday 17 February 2027, this is the only time we will be accepting applications this year. Please note, we will be in contact by the end of February 2027 with details of next steps.

To be considered for this position, you must have the permanent right to work in the UK and be able to successfully complete and maintain UK Government security checks, including Baseline Personnel Security Standard (BPSS) screening and Security Clearance (SC), which is a government background check, before starting employment.

To be eligible for SC clearance, you will typically need to have lived in the UK continuously for the last five years. As part of the vetting process, you will be asked to provide evidence of your identity, right to work in the UK, any time spent overseas during the last five years, and your employment and/or education history.

For further details of the evidence required to apply for security clearance please follow this link - https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels.

Thales is an equal opportunities employer and diversity, and inclusion are integral to the success of Thales.

At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here.

We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here.