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 invites you to join as an IT Service Desk Engineer Apprentice in Scotland. This role combines hands-on IT support with a nationally recognised Digital Helpdesk Support Level 6 Apprenticeship with QA.

You’ll gain comprehensive training and mentoring from experienced engineers, develop technical and customer service skills, and progress toward a permanent Service Desk Engineer position. Working hours are 37.5 per week.

Qualifications

• Must be a driver due to the nature and location of the role.
• Experience and confidence with customers and general public.
• Studied Computing, Digital Technologies or a related subject.

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 onboarding/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

Driver

Customer service

Computing background

Education

Computing/Digital Technologies studies

Job description

QA Limited invites you to join as an IT Service Desk Engineer Apprentice in Scotland. This role combines hands-on IT support with a nationally recognised Digital Helpdesk Support Level 6 Apprenticeship with QA.

You’ll gain comprehensive training and mentoring from experienced engineers, develop technical and customer service skills, and progress toward a permanent Service Desk Engineer position. Working hours are 37.5 per week.