IT Service Desk Apprentice – Level 3 (Entry-Level Tech)

QA Limited; London Borough of Harrow; On-site; GBP 12,000 - 15,000; Full time

Benefits offered by this job

Progression opportunities to higher IT

Job summary

Sona IT is offering an entry-level IT apprenticeship in London, joining the 1st Line Support team as the first point of contact for clients. You will study for a Level 3 apprenticeship while working, with a buddy and a structured development plan.

Responsibilities include handling queries via multiple channels, resolving common IT issues, and onboarding/offboarding users in Microsoft 365, while escalating complex issues to 2nd Line. Monday to Friday 9am-5pm.

Qualifications

• 3 GCSEs (or equivalent) at grades 4+ 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 in a similar subject.

Responsibilities

• Respond to client queries via phone, email, live chat and WhatsApp, logging all contacts in Halo PSA.
• Resolve common IT issues such as password resets, MFA, Outlook, printers, drives and device performance.
• Resolve routine alerts and escalate hardware or critical issues.
• Review Microsoft 365 and backup alerts.
• Manage user onboarding and offboarding, including Microsoft 365 accounts and licences.
• Prepare, test and deploy Windows devices, including returned equipment.
• Support Mac devices managed through Mosyle MDM.
• Assist with software and agent maintenance projects.
• Escalate security alerts immediately to senior support teams.
• Follow identity verification procedures before password or MFA resets.
• Keep documentation up to date and contribute to the knowledge base.

Skills

Genuine interest in IT

English communication

Logical problem solving

Reliability and organization

Education

GCSEs: 4+

GCSE Maths and English: 3+

Tools

Windows 11

Microsoft 365

macOS

Job description

Sona IT is offering an entry-level IT apprenticeship in London, joining the 1st Line Support team as the first point of contact for clients. You will study for a Level 3 apprenticeship while working, with a buddy and a structured development plan.

Responsibilities include handling queries via multiple channels, resolving common IT issues, and onboarding/offboarding users in Microsoft 365, while escalating complex issues to 2nd Line. Monday to Friday 9am-5pm.