2027 End User Support Apprentice

Thales Group; Doncaster; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Competitive salary £24,000 p.a.

Hybrid/flexible working options

Security clearance support

Learning and development

Job summary

Thales Group is offering an End User Support Apprentice position in the UK. You will join the EUS squad to provide IT support to all UK business users via our Service Desk.

The role includes logging and resolving incidents, assisting with service requests, and helping users over phone and chat. You will enrol on an 18‑month Level 3 ICT apprenticeship with one day per week dedicated to study, gaining hands-on experience while developing core IT skills and security awareness.

Qualifications

• Willing to enrol on a Level 3 ICT apprenticeship programme
• Permanent right to work in the UK
• Ability to obtain BPSS and Security Clearance (SC)
• UK residency for the last five years is typical for security checks

Responsibilities

• Log, troubleshoot, diagnose and manage incidents on the Service Desk
• Assist with incidents and service requests
• Support end users over the phone and via chats
• Collaborate with EUS and IS squads
• Ensure security and process compliance is followed

Skills

IT support

Service Desk

ServiceNow

Customer service

Education

Level 3 ICT apprenticeship

Tools

ServiceNow

Job description

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.

• 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

• 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

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.

About Thales

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.

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

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.

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.

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.