IT Helpdesk Support Apprentice

QA Apprenticeships; Gateshead; On-site; GBP 16,000 - 18,000; Full time

Job summary

An IT service provider in Gateshead is looking for an IT Helpdesk Support Apprentice. This role involves resolving customer IT issues, supporting various technologies, and gaining industry-recognized qualifications. Ideal candidates will have strong communication skills, some IT knowledge, and a willingness to learn. This apprenticeship offers hands-on experience and clear progression pathways within the company.

Benefits

Hands-on experience with technologies

Supportive team environment

Opportunities to develop skills

Clear progression pathways

Qualifications

• Strong communication skills to explain technical issues.
• Basic understanding of computer systems, hardware, and software.
• Logical thinking and problem-solving abilities.

Responsibilities

• Respond promptly to customer queries via phone or email.
• Diagnose and troubleshoot technical issues.
• Support end-users with software and hardware challenges.
• Perform routine checks on computers and IT assets.
• Install and configure hardware for users.

Skills

Strong communication skills

Good IT knowledge

Logical thinking

Problem-solving skills

Ability to work in a team

Customer-focused approach

Willingness to learn new technologies

Education

3 GCSEs at grades 4 (A-C)

GCSE Maths and English at grades 3

Job description

Employer description

Since 2008 Smart IT has been a trusted provider of innovative and reliable ICT solutions. We are more than just an IT support company we are a technology partner dedicated to helping businesses thrive in an ever-evolving digital world. Our mission is to deliver cutting-edge technology expert support and proactive solutions tailored to each clients needs. With a customer-centric approach we empower businesses across the UK to work smarter safer and more efficiently.

Overview

As an IT Helpdesk Support Apprentice at Smart IT youll play a key role in supporting our clients IT infrastructure and applications. This role will expose you to a wide variety of technologies from networking and hardware to cloud applications giving you a solid understanding of how our customers operate and the critical role technology plays in their business success.

Working as part of a collaborative and skilled team youll contribute to delivering exceptional IT support while also identifying opportunities to improve our processes and services. Youll receive hands‑on training mentoring and support enabling you to develop both your technical expertise and your customer service skills.

You will work towards industry‑recognised IT qualifications as part of your apprenticeship alongside gaining valuable on‑the‑job experience. This is an excellent opportunity to build a strong foundation for a career in IT support.

Responsibilities

• Resolving queries Respond promptly to customer enquiries via phone email or helpdesk ticketing system.
• Problem solving Diagnose and troubleshoot technical issues using a logical and methodical approach to reach solutions.
• Providing technical assistance Support end‑users with day‑to‑day IT challenges including software hardware and network queries.
• Maintaining ICT equipment Perform routine checks and maintenance on computers printers networking devices and other IT assets.
• Installing and configuring hardware Set up desktops laptops peripherals and associated software for new and existing users.
• Resolving faults Investigate and fix issues such as connectivity problems application errors and hardware malfunctions.
• Upgrading or replacing equipment Assist with rolling out upgrades replacing outdated hardware and ensuring systems remain secure and efficient.
• Documentation Accurately record support requests solutions and asset information to maintain up‑to‑date records.

Desired skills

• Strong communication skills able to explain technical issues in a clear and friendly manner.
• Good IT knowledge a basic understanding of computer systems hardware and software.
• Logical thinking and strong problem‑solving skills.
• Ability to work well both independently and as part of a team.
• A proactive and customer‑focused approach.
• Willingness to learn and adapt to new technologies.

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 is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the 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

9am - 5.30pm.

Benefits

• Hands‑on experience with a variety of technologies.
• Supportive friendly team environment.
• Opportunities to develop both technical and professional skills.
• Clear progression pathways within the company.

Future prospects

Upon successful completion of the apprenticeship you may have the opportunity to secure a full‑time position with Smart IT as a First Line or Second Line Engineer. This comes with a competitive salary further training opportunities and excellent career progression prospects.

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 50000 successful apprenticeship graduates were a top 50 training provider dedicated to helping you succeed.

Interested Apply now!

Key Skills

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• Ideas
• Access
• Games
• Application Management

Employment Type

Trainee

Experience

years

Vacancy

1

Yearly Salary

Salary : 16000 - 18000