Digital Helpdesk Support Apprentice

QA Limited; Glasgow; Hybrid; GBP 15,000 - 17,000; Full time

Benefits offered by this job

Company vehicle provided for business

Laptop, tablet, and mobile phone

Full training on Konica Minolta and M#

Job summary

DS Business Solutions is looking for an enthusiastic apprentice to join our IT and customer support team. You will be the first point of contact for technical issues, learn to troubleshoot across printers, software, networks, and digital systems, and gain valuable on‑site and remote support experience.

This role leads to a nationally recognised Digital Helpdesk Support SCQF Level 6 apprenticeship, with full training, mentoring from experienced engineers, company vehicles for field work, and

Qualifications

• Full, clean UK driving licence required due to field-based nature.
• Willingness to travel to customer sites as required.
• A genuine interest in technology, IT support, and digital systems.
• Strong communication and customer service skills.
• Eagerness to learn and develop new technical skills.

Responsibilities

• Act as the first point of contact for customer technical support enquiries via telephone, email, and digital support systems.
• Log, monitor, update, and manage support tickets using the company's service management platform.
• Develop expertise in DS Business Solutions' key business systems, including MPS Estate Management System, IT Database, Select Billing System, Service Logging System, Konica Minolta software applications and customer support tools.
• Support customers with printing, scanning, networking, software, and connectivity issues.
• Diagnose and troubleshoot technical issues, resolving first‑line support requests wherever possible.
• Escalate more complex technical issues to senior engineers and specialist support teams when required.
• Assist with the installation, configuration, and maintenance of multifunctional devices (MFDs) and associated software solutions.
• Maintain accurate records of customer interactions, support requests, resolutions, and technical updates.
• Use digital tools and systems to monitor workloads, prioritise support requests, and track service delivery.
• Produce reports and update system records to ensure data accuracy and service quality.
• Contribute to continuous improvement initiatives by identifying recurring issues and suggesting improvements to systems and processes.

Skills

Full UK driving licence

Willingness to travel

Technology interest

Communication skills

Eagerness to learn

Education

SCQF Level 6 apprenticeship

Job description

DS Business Solutions is a leading provider of managed print services, document solutions, and IT support services. We work with organisations across a range of sectors, helping them improve productivity through innovative technology solutions, expert support, and outstanding customer service.

Our team supports customers with multifunctional devices (MFDs), business software, digital systems, and technical services. We pride ourselves on building long‑term relationships with our customers, providing reliable support and tailored solutions to meet their needs.

As part of our continued growth, we are looking for an enthusiastic and motivated apprentice to join our team. This is an exciting opportunity to develop a career in IT and customer support while working towards a nationally recognised Digital Applications Support qualification.

About the role:

You will act as the first point of contact for customers requiring technical assistance and support. You will help users resolve a variety of digital and technology‑related issues whilst developing valuable skills in troubleshooting, customer service, digital systems, and IT support.

Working alongside experienced colleagues, you will gain hands‑on experience supporting customers both remotely and on‑site, building technical knowledge across a range of systems, software applications, and business technologies.

Responsibilities:

• Act as the first point of contact for customer technical support enquiries via telephone, email, and digital support systems

• Log, monitor, update, and manage support tickets using the company's service management platform

• Develop expertise in DS Business Solutions' key business systems, including MPS Estate Management System, IT Database, Select Billing System, Service Logging System, Konica Minolta software applications and customer support tools

• Support customers with printing, scanning, networking, software, and connectivity issues

• Diagnose and troubleshoot technical issues, resolving first‑line support requests wherever possible

• Escalate more complex technical issues to senior engineers and specialist support teams when required

• Assist with the installation, configuration, and maintenance of multifunctional devices (MFDs) and associated software solutions

• Maintain accurate records of customer interactions, support requests, resolutions, and technical updates

• Use digital tools and systems to monitor workloads, prioritise support requests, and track service delivery

• Produce reports and update system records to ensure data accuracy and service quality

• Contribute to continuous improvement initiatives by identifying recurring issues and suggesting improvements to systems and processes

Required skills:

• A full, clean UK driving licence is required due to the field‑based nature of the role

• Willingness to travel to customer sites as required

• A genuine interest in technology, IT support, and digital systems

• Strong communication and customer service skills

• Eagerness to learn and develop new technical skills

Working hours: 8.30am - 5.30pm, Monday to Friday

What we offer:

We are committed to developing talent and helping our people build rewarding careers. You'll be joining a supportive team where you can learn from experienced professionals, gain industry‑recognised qualifications, and play an important role in delivering exceptional service to our customers.

• Company vehicle provided for business use

• Laptop, tablet, and mobile phone supplied

• Full training on Konica Minolta devices, software, and managed print technologies

• Support towards completing a Digital Helpdesk Support SCQF Level 6 apprenticeship

• Ongoing mentoring and development from experienced engineers and technical specialists

• Quarterly performance bonus scheme

• Opportunity to gain hands‑on experience across IT support, customer service, digital systems, and managed print solutions

• Clear career progression opportunities within a growing technology business

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

Important information:

This vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.

Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.

On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6.