End User IT Apprentice

QA Ltd; Newcastle upon Tyne; On-site; GBP 18,000 - 22,000; Full time

Job summary

A leading IT services company in Newcastle upon Tyne is seeking an apprentice to provide technical support and ensure efficient resolution of incidents. Candidates should possess a strong work ethic, effective communication skills, and a passion for technology. The apprenticeship offers the opportunity to learn while working and includes benefits like a bonus scheme, pension, and healthcare plan.

Benefits

Bonus scheme

Pension scheme

34 days annual leave

Healthcare cash plan

Company electric car scheme

Cycle to work scheme

Employee assistance programme

Occupational sick pay

Qualifications

• Eagerness to learn and develop skills.
• Ability to prioritize tasks and meet deadlines.
• Strong desire to gain knowledge in IT.

Responsibilities

• Provide technical support to customers via phone and email.
• Record and prioritize incidents in the service management tool.
• Perform administration duties related to goods dispatch.

Skills

Customer service skills

Communication skills

Teamwork

Adaptability

Interest in technology

Strong work ethic

Education

3 GCSEs (or equivalent) at grades 4+ (A-C)

GCSE Maths and English at grades 3+ (D or above)

Tools

Microsoft Office

Windows 10 Desktop

Active Directory

Microsoft 365

Citrix

Job description

Overview

Working within the End User Support team you will be providing expert technical support and ensuring incidents and requests are resolved in an efficient and professional manner in line with service level commitments. This apprenticeship is part of QA Apprenticeships; our apprenticeships are designed to help you gain new skills, earn while you learn, and launch your career in IT.

Responsibilities

• Provide a high level of customer service to customers via telephone, email, and customer portal.
• Gather information from customers regarding incidents and record accurately on the service management tool.
• Prioritise incidents and requests to ensure they are resolved within service level commitments and escalate to 1st/2nd/3rd line when appropriate.
• Perform various administration duties such as receiving, packing, and dispatching goods.
• Resolve incidents and requests in a logical and thorough approach. This may include using technologies such as Windows, Active Directory, Microsoft 365, and Citrix. Basic understanding of Microsoft Office and Windows 10 Desktop.
• Demonstrate customer service skills: speak with customers in a polite, friendly, and helpful manner and convey technical information to non-technical people.
• Eagerness to learn: this is an apprenticeship, so a strong desire to gain knowledge and develop skills is crucial.
• Adaptability: Managed Services is constantly evolving; ability to keep up with new trends and technologies is important.
• Strong work ethic: reliable, hardworking, and able to meet deadlines with the ability to prioritise tasks.
• Communication skills: able to communicate effectively with colleagues, both verbally and in writing.
• Teamwork: collaborate effectively with 1st/2nd/3rd line teams and key stakeholders.
• Interest in technology: passion for IT and a desire to progress a career in the industry.
• Career growth and opportunities: broader business engagement, with options to expand into 1st/2nd/3rd line, leadership, or technical consultancy roles.
• Qualifications note: 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject; GCSE Maths and English (or equivalents) at grades 3+ (D or above).
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship.
• You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. If you hold international equivalents, you must provide an official document showing how they compare to UK qualifications.

About the Employer

Our success is people powered, and we operate out of three offices—Berkshire, Newcastle & Belfast—employing around 150 people across Cybit. We are a Microsoft Gold Partner, Qlik Select Partner, Alteryx Premier Partner, AWS Advanced Consulting Partner, Palo Alto Platinum Innovator, F5 Gold Partner, and more. Within our Managed Services division, we provide technical support and maintenance to all supported IT users, systems, hardware, and applications. We also have Data & Analytics and Cyber Security specialist arms.

Benefits

• Bonus scheme.
• Pension scheme.
• 34 days annual leave including bank holidays (and the opportunity to buy more).
• Healthcare cash plan.
• Company electric car scheme.
• Cycle to work scheme.
• Employee assistance programme.
• Occupational sick pay.