IT Service Desk Apprentice — Mentored Tech Support (Edinburgh)

QA; City of Edinburgh; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Mentoring scheme throughout Apprenttes

Luxury office space in Edinburgh

Mental health awareness benefits

Track record of taking on apprentices

Job summary

Computershare in Edinburgh is seeking an IT Service Desk Apprentice to join the Global Tech Support team. The role focuses on first-line support across multiple channels, with mentoring and shadowing to prepare you for a self-sufficient analyst career.

You will learn to resolve incidents, manage access requests, software and hardware tasks, and contribute to service improvements. The programme leads toward a nationally recognised SCQF Level 8 qualification and a professional career path.

Qualifications

• Professional and courteous telephone manner.
• Willingness to work flexible hours / shifts.
• Strong verbal and written communication skills.
• Experience of working in a team.
• Able to learn new technologies and work in a technical environment.
• Able to follow set processes & procedures and highlight potential improvements.
• Understanding of Microsoft products.

Responsibilities

• Respond to customer queries and requests via phone, live chat, email and support tickets.
• Provide first contact resolution (FCR) through troubleshooting using the knowledge base and tools.
• Contribute to continual service improvement by identifying repeat incidents and suggesting process improvements.
• Complete user access requests, software installs and local hardware requests.
• Build and maintain good working relationships with all teams across the organisation.
• Ensure procedures and documentation are kept current and communicated to the team.
• Meet goals and KPIs as set by the line manager.
• Ensure all work adheres to internal/external audits, regulations and SLAs.

Skills

Telephone manner

Flexible hours

Communication skills

Teamwork

Learning ability

Process adherence

Microsoft products

Education

SCQF Level 8 IT Support Professional

Tools

Microsoft Windows

Job description

Computershare in Edinburgh is seeking an IT Service Desk Apprentice to join the Global Tech Support team. The role focuses on first-line support across multiple channels, with mentoring and shadowing to prepare you for a self-sufficient analyst career.

You will learn to resolve incidents, manage access requests, software and hardware tasks, and contribute to service improvements. The programme leads toward a nationally recognised SCQF Level 8 qualification and a professional career path.