IT Helpdesk Apprentice — Start Your Tech Career

QA; Stratford-upon-Avon; On-site; GBP 12,000 - 18,000; Full time

Benefits offered by this job

Trips abroad

Staff nights out

Breakfast

Job summary

QA is seeking an ICT Level 3 Apprentice to join the First Line Incident Management Team in the Stratford-upon-Avon area. You will be the initial point of contact for customers, learning to diagnose, resolve, and escalate technical issues while delivering a professional service.

Responsibilities include logging and prioritising incidents, basic IT support for IT systems, networking, voice services, and clear customer communication.

Qualifications

• 3 GCSEs grade 4+ (A-C) in any subject.
• GCSE Maths and English grade 3+ (D or above).
• Must not hold an existing qualification at the same or higher level in a similar subject.

Responsibilities

• Acting as first-line support for incidents via phone, email, and ticketing systems.
• Logging, categorising, and prioritising incidents accurately.
• Providing basic technical support for IT systems, hardware, networking, and voice services.
• Troubleshooting issues using knowledge bases or guidance from senior engineers.
• Escalating unresolved incidents to second-line or third-line teams when required.
• Communicating clearly with customers, keeping them informed of progress.
• Maintaining accurate documentation and ticket notes.
• Supporting general IT and operational tasks as required.

Skills

IT support

Customer service

Communication

Problem solving

Attention to detail

Willing to learn

Education

GCSEs incl. Maths & English

Tools

Windows

Networking basics

Hardware basics

Job description

QA is seeking an ICT Level 3 Apprentice to join the First Line Incident Management Team in the Stratford-upon-Avon area. You will be the initial point of contact for customers, learning to diagnose, resolve, and escalate technical issues while delivering a professional service.

Responsibilities include logging and prioritising incidents, basic IT support for IT systems, networking, voice services, and clear customer communication.