IT Apprentice: Hands-on Helpdesk for Critical Infrastructure

QA; Worthing; Presencial; GBP 10.000 - 12.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Dress down

Coffee machine

Team outings

Pension

Descripción de la vacante

QA Apprenticeships in Worthing is offering an IT Support Apprenticeship. The role focuses on 1st line IT support, handling calls, remote sessions and ITSM tickets, while learning fault diagnosis and ITIL practices. You will gain hands-on experience in a fast-paced, customer-focused environment.

Working hours are 9am–5.30pm, onsite at Swandean, Monday to Friday. This pathway helps you earn while you learn, with strong prospects for permanent employment after completion.

Formación

• Experience in a customer service role.
• Basic fault diagnosis skills.
• Knowledge of ITIL principles.
• Excellent customer service mindset.
• Strong communication and teamwork abilities.
• Proactive, self-motivated, and eager to learn.
• Good time management and prioritisation.
• Onsite work at Swandean, Monday to Friday.

Responsabilidades

• Liaise with customers via phone, remote sessions, video conferencing and ITSM to assist with 1st line IT issues.
• Resolve 1st line issues such as system access, password resets and unlocks.
• Troubleshoot hardware issues and perform fault diagnostics.
• Carry out basic IT system administration tasks (new access accounts, disabling accounts).
• Complete ticket requests with diligence using ITSM; triage to 2nd/3rd line groups.
• Encourage users to use self-service tools where possible.
• Maintain a customer-focused approach delivering value to the customer base.
• Provide excellent customer service with empathy and patience.
• Take ownership for all assigned issues and ensure timely resolution.
• Answer calls professionally with a focus on first-time fixes; adhere to SLAs.

Conocimientos

Customer service

General fault diagnosis

ITIL knowledge

Excellent customer service

Strong communication

Team player

Time management

Proactive attitude

Onsite work

Educación

GCSEs 3-4+ (A-C)

GCSE Maths & English 3+ (D+)

Prospective apprentices: no higher qualification

Herramientas

ITSM

Descripción del empleo

QA Apprenticeships in Worthing is offering an IT Support Apprenticeship. The role focuses on 1st line IT support, handling calls, remote sessions and ITSM tickets, while learning fault diagnosis and ITIL practices. You will gain hands-on experience in a fast-paced, customer-focused environment.

Working hours are 9am–5.30pm, onsite at Swandean, Monday to Friday. This pathway helps you earn while you learn, with strong prospects for permanent employment after completion.