IT Service Desk Apprentice — Launch Your Tech Career

QA; Chesham; On-site; GBP 11,000 - 17,000; Full time

Benefits offered by this job

20 days holiday + bank holidays

Pension

Free parking

Tech and Cycle to work scheme

Job summary

QA is offering an IT Service Desk Apprentice role to kick-start your IT career. You will handle first-contact tickets, triage requests, and resolve common issues while maintaining thorough notes and time entries.

You’ll learn to communicate with clients, coordinate with internal staff and third parties, and grow knowledge across Microsoft 365, printing, endpoint setup, and more, with onsite work and training.

Qualifications

• Experience providing technical support in a Service Desk environment.
• Customer service experience.
• Exposure to Microsoft 365 is desirable.

Responsibilities

• Work tickets from the service board in priority order with full notes and accurate time entries.
• Keep clients updated at every stage and confirm resolution before closure.
• Be the first point of contact for all client tickets, providing first contact resolution where possible.
• Liaise with clients, internal staff and third parties to deliver a consistent service.
• Triage incoming tickets — categorise, prioritise and assign or resolve.
• Capture the right information first time so escalations do not bounce back.
• Resolve common issues first time — passwords, Microsoft 365, printing, endpoint and user set-up.
• Escalate to Tier 2 when needed and meet SLA targets.
• Develop internal documentation and processes with the Service Desk Manager.

Skills

Technical support

Customer service

Microsoft 365

Time management

Written and verbal communication

Travel to office

Education

3 GCSEs at grades 4+ (A-C)

GCSE Maths and English (or equivalents) at grades 3+

Job description

QA is offering an IT Service Desk Apprentice role to kick-start your IT career. You will handle first-contact tickets, triage requests, and resolve common issues while maintaining thorough notes and time entries.

You’ll learn to communicate with clients, coordinate with internal staff and third parties, and grow knowledge across Microsoft 365, printing, endpoint setup, and more, with onsite work and training.