IT Service Desk Apprentice — Launch Your Tech Career

QA Limited; Roslin; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

30 days annual leave

Vitality health care

Death in service benefit

Discretionary EO bonus scheme

Company sick pay

Job summary

QA Limited is recruiting for an IT Service Desk Engineer Apprentice in Scotland. This role offers hands-on IT support experience, working towards a nationally recognised Digital Helpdesk Support Level 6 Apprenticeship with QA, with comprehensive training and guidance from experienced professionals.

You will progressively take ownership of support requests, develop technical and customer service skills, and aim for progression into a permanent Service Desk Engineer position.

Qualifications

• Passionate about technology and eager to build a career in IT.
• Strong communicator with excellent customer service skills.
• Curious, proactive and enthusiastic about learning new technologies.
• Logical thinker who enjoys solving problems.
• Organised, reliable and attentive to detail.
• Comfortable working independently and as part of a collaborative team.

Responsibilities

• Provide first-line technical support to customers via phone, email and remote support tools.
• Log, categorise, update and manage IT support tickets using service management systems.
• Diagnose and troubleshoot common IT issues, following documented processes and guidance from senior engineers.
• Support users with Microsoft 365 applications, Windows devices, printers, business software and mobile devices.
• Assist with user account administration, password resets, device configuration and employee onboarding and offboarding activities.
• Help maintain security best practices, including multifactor authentication and endpoint protection tools.
• Respond to system monitoring alerts and identify when issues require escalation.
• Escalate complex technical issues to senior engineers where appropriate.
• Create and maintain clear documentation, knowledge base articles and ticket notes.
• Contribute ideas to improve customer service, documentation, processes and automation.

Skills

Customer service

Communication

Problem solving

Teamwork

Attention to detail

Education

Computing/Digital Technologies studied

Job description

QA Limited is recruiting for an IT Service Desk Engineer Apprentice in Scotland. This role offers hands-on IT support experience, working towards a nationally recognised Digital Helpdesk Support Level 6 Apprenticeship with QA, with comprehensive training and guidance from experienced professionals.

You will progressively take ownership of support requests, develop technical and customer service skills, and aim for progression into a permanent Service Desk Engineer position.