Helpdesk Apprentice Basildon

Arc; Basildon; On-site; GBP 12,000 - 15,000; Full time

Benefits offered by this job

Competitive salary

Career progression

Ongoing training and development

Dynamic and supportive environment

Job summary

Arc, a UK-based IT MSP, is seeking a proactive Helpdesk Apprentice (L3) to be the first line contact for customer enquiries. You will log issues, assist with fixes, and support rollout projects while developing technical knowledge in a fast-paced team.

The role offers training, vendor certifications (CompTIA A+, CompTIA Cloud Essentials+), and a clear path into a 1st Line role upon completion. Competitive salary and development opportunities provided.

Qualifications

• 5 GCSEs grade A*-C/9-4, including English and Maths.
• Basic IT literacy and willingness to learn on the job.

Responsibilities

• Answer customer queries by phone and email, handling high volume.
• Log IT issues into the help desk system with accuracy.
• Assist with maintenance or repair of systems faults.
• Support installation and upgrades rollout.
• Provide general admin support to the team.
• Deliver professional, efficient client service in every interaction.

Skills

Quick learner

Proactive attitude

Reliable and dependable

Calm under pressure

Organisational skills

Attention to detail

Customer service experience

Education

5 GCSEs including English & Maths

Tools

Ticketing system

Job description

About Arc:

Arc is a leading IT Managed Services Provider (MSP) based in the UK, delivering innovative and reliable IT solutions to businesses across various industries. With a strong reputation for excellence, we offer a range of services, including IT support, hybrid cloud solutions, cybersecurity, infrastructure management, PowerApps and AI. Our team is dedicated to delivering outstanding customer service and technical expertise to help businesses succeed.

Role Overview:

We are seeking a proactive and organised individual to join our Helpdesk team as an Apprentice (L3). In this role, you will serve as the first point of contact for customer enquiries, providing support for a range of IT-related issues. You will play a key role in delivering a high standard of customer service while developing your technical knowledge and professional skills within a supportive and fast-paced team environment.

Key Responsibilities:

As a Helpdesk Apprentice your main roles and responsibilities will include:

• Respond to customer queries via phone and email (we handle an average of 250+ calls per day)
• Accurately log IT-related issues into our help desk ticketing system (full training provided)
• Maintenance or repair of systems faults
• Support for the roll-out of installation and commission of new systems or upgrades
• Perform general administrative tasks to support the wider team
• Provide a professional and efficient service in every client interaction

Required Skills & Experience:

Qualifications:

5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Skills:

• Quick learner with a positive, proactive attitude
• Reliable and dependable with a strong sense of responsibility
• Calm and composed when working under pressure
• Strong organisational and time-management skills
• Excellent attention to detail, especially when recording client information
• Previous customer service experience is desirable but not essential

Future Prospects:

Following successful completion of apprenticeship, the idea is to move the individual into a 1st Line helpdesk role. within the company.

Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the Information Communication Technician L3 apprenticeship:

• CompTIA A+
• CompTIA Cloud Essentials+

What We Offer:

• A dynamic and supportive working environment.
• Opportunities for career progression within the company.
• Ongoing training and professional development.
• Competitive salary

Diversity & Inclusion:

We celebrate diverse backgrounds and perspectives; they make us stronger. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

UK Right to Work:

All applicants must have the right to live and work in the UK. We cannot offer sponsorship at this time.

Accessibility:

We are committed to providing reasonable adjustments for any candidates with disabilities. If you require adjustments, please outline these requirements in your application.