IT Apprentice

QA Limited; Manchester; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

25 days annual leave + bank holidays

Private medical via Medicash

Pension scheme

Budget for training and qualifications

Employee of the Month incentives

Flexible working

Ongoing training and career progressio

Wellbeing support

Job summary

Everything Tech Group in Manchester is offering an IT apprenticeship role as the first point of contact for customers, delivering proactive hardware and software support, and upholding service levels.

You will work within the Service Desk, logging requests in Autotask, escalating as needed, and developing technical and customer service skills in a supportive environment.

Qualifications

• 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 in a similar subject.

Responsibilities

• Provide a professional first point of contact to all customers.
• Provide proactive first line IT support to all customers.
• Record tickets and incidents in Autotask and chase until resolution.
• Escalate complex issues to senior technicians within the agreed timescales.
• Aim for first-time resolution and meet Service Desk KPIs.
• Manage workload to meet SLAs and follow handbook processes.
• Prepare customer hardware or software for project delivery.
• Update Autotask with notes, to-dos, and knowledge base information.

Skills

General IT services

PCs & servers understanding

Communication skills

Time management

Team player

Education

GCSEs 4+ (A-C) in any subject

GCSE Maths & English 3+ (D or above)

Entry with work experience considered

Tools

Autotask

Job description

At Everything Tech Group we aim to create a workforce that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.

About the role:

To act as the first point of IT support contact for all customers. To proactively resolve hardware and software issues from all incoming channels. To deliver a high level of customer service in line with set Company Service Level Agreements. To be a proactive member of the Service Desk Team and ensure adherence to all set Service Desk processes and standards.

Responsibilities:

• Provide a professional and personal first point of contact to all customers.
• Provide proactive first line IT Support to all customers.
• Ensure all support requests and incidents via any inbound channel are properly understood and recorded on Autotask.
• Proactively contact and chase customers until a resolution has been achieved or the issue is escalated.
• Deliver exceptional Customer Service striving to achieve first time resolution.
• Escalate relevant and more complex work to the more experienced Service Desk Technicians after initial assessment and within a relevant timescale.
• Proactively manage all personal workloads, ensuring all tickets are worked within the set Service Level Agreements.
• Achieve the set Service Desk KPIs and Service Level Agreements.
• Adhere to all Service Desk technical processes and guidelines as well as company processes and standards as per the handbook.
• Undertake maintenance tasks for monitored systems.
• Prepare customer hardware or software ready for project delivery.
• Ensure the Autotask system is fully updated with all activity, including notes, to-dos, and knowledge bank information.

Experience and personal attributes:

• Interest and experience in general I.T services
• General understanding of PCs, servers, email, telephony, and backup
• Positive attitude and thinker
• Hard worker, self-motivated with the ability to work under pressure
• Eager to continually develop technical and customer service skills
• Excellent communication and people skills
• Excellent time management skills with the ability to prioritise workload

Entry requirements:

• 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 in a similar subject

Non-standard entry with work experience:

Relevant qualifications and/or work experience will be considered for applicants with potential to benefit from the programme.

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

For more information please visit the UK ENIC website.

Working hours:

Monday to Friday 9.00am - 5.00pm.

Benefits:

• 25 days annual leave + bank holidays
• Private medical via Medicash
• Pension scheme
• Budget for training and professional qualifications
• Employee of the Month incentives and rewards.
• Friendly, supportive, and close-knit team culture where everyone works together to succeed.
• No corporate hierarchy, giving you the opportunity to have your voice heard and make an impact.
• Regular recognition and rewards for achievements and high performance.
• Annual and event based bonus schemes that share the company's success with employees.
• Flexible working.
• Ongoing training, development, and career progression opportunities.
• Strong investment in employee wellbeing, including support for health, body, and mind.
• A company that genuinely values its people and invests in their success.
• Annual awards programme with high value prizes and recognition.
• "Wheel of Achievement" offering fun, on the spot t prizes.
• Team social culture, including access to the office beer fridge after a hard day's work.

Future prospects:

Increasing to 22k if you successfully pass IT apprenticeship, along with career progression

About QA:

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.