IT Service Desk Apprentice Programme

Atos SE; Birmingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading technology firm in Birmingham is seeking a 1st Line Support Desk Agent to join their apprenticeship program. In this role, you will be the first point of contact for users experiencing IT issues, responsible for troubleshooting and providing excellent customer service. Ideal candidates are passionate about technology, possess strong communication skills, and have a problem-solving mindset. The firm offers comprehensive training and the opportunity for career growth in various fields including AI and Cyber Security.

Benefits

25 days annual leave + bank holidays

Private medical insurance and pension scheme

Employee discounts (retail, cinema, travel)

Qualifications

• Excellent communication skills for explaining technical issues to non-technical users.
• Passionate about technology and computer systems.
• Skilled in problem-solving and troubleshooting.

Responsibilities

• Serve as the first point of contact for IT issues.
• Accurately log details of incidents and requests.
• Troubleshoot basic technical problems like password resets and software queries.
• Escalate complex issues to support teams.
• Ensure customer satisfaction by providing updates on ticket status.

Skills

Excellent verbal and written English skills

Genuine interest in IT and technology

Logical mind for problem-solving

Empathy and patience

Team player attitude

Education

Maths and English GCSE – Grade 4/C or above

Job description

Atos Group is a global leader in digital transformation with c. 70,000 employees and annual revenue of c. € 10 billion, operating in 67 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos is a SE (Societas Europaea) and listed on Euronext Paris.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

The Opportunity

Atos is investing in our future by investing in yours. We have recently announced our intentions to provide services to many of our customers through a UK based delivery capability, offering long-term careers within the communities of Birmingham from where we operate and will grow our business over the next decade.

The Role

Are you the person your friends and family turn to when their computer breaks? Do you have a passion for technology and a desire to develop a career in IT?

We are building a team to provide IT Support and Services to one of our critical public sector clients, with users across the UK. The initial team will work as 1st Line Support Desk Agent, under an Apprentice programme, completing a nationally recognised qualification while fulfilling your role.

You will be the "face" (and voice) of Atos for our clients. You will be the first point of contact for users experiencing technical issues, helping to resolve them quickly and efficiently.

Key Responsibilities

As an apprentice, you will gradually take on more responsibility as your skills grow. Your day-to-day will include:

• Being first Point of Contact: Answering incoming calls, emails, tickets and web chats from clients regarding IT issues.
• Incident Logging: Accurately logging details of faults and requests into our Service Management tool.
• Troubleshooting: Diagnosing and resolving basic technical issues such as:
  • Password resets and account unlocks.
  • Software installation and Microsoft Office/365 queries.
  • Basic hardware faults (Laptops, Printers, Peripherals).
• Escalation: Identifying complex issues that need to be passed on to 2nd or 3rd line support teams.
• Customer Service: Keeping users updated on the status of their tickets and ensuring high levels of customer satisfaction.
• Learning: Dedicating 20% of your working hours to your apprenticeship studies, workshops and coursework.

Who We Are Looking For

• Communication: Excellent verbal and written English skills. You will be explaining technical things to non-technical people.
• Passion for Tech: A genuine interest in IT, computers, and how technology works.
• Problem Solving: A logical mind that enjoys figuring out puzzles and fixing things.
• Empathy: Patience and a desire to help people who are frustrated with technical problems.
• Team Player: Willingness to ask for help and support your colleagues.

Minimum Entry Requirements

• Maths and English GCSE – Grade 4/C or above.
• Must have the right to work in England and have lived here for the last 5 years.

Location

Birmingham Business Park (Onsite)

What We Offer You

Atos is committed to helping you build a long-term career. Upon successful completion of your initial apprenticeship, our Internal First policy will enable you to express interest in further roles across our business areas including AI, Cyber Security, or Cloud Engineering.

Training: Full support to achieve your Level 3 Apprenticeship qualification.

Mentorship: Coaching, team leadership and pastoral care to support your development.

Benefits

• 25 days annual leave + bank holidays.
• Private medical insurance and pension scheme.
• Employee discounts (retail, cinema, travel).

Diversity, Equity & Inclusion

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all. As a Disability Confident employer, we encourage applications from all applicants, especially differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to make reasonable adjustments to the application and assessment process to accommodate your needs.

We are also a care leaver-friendly employer. If you require additional support with your application, please contact our recruiter or send an email to our dedicated mailbox- [e-mail].