IT Service Desk Apprentice — Start Your IT Career

QA; Chartridge; On-site; GBP 12,000 - 18,000; Full time

Benefits offered by this job

20 days holiday

Pension

Free parking

Tech and Cycle to work scheme

Job summary

QA is offering an IT Service Desk Apprentice role designed to get clients working again quickly. You will be the first contact on support requests, triaging tickets, and performing 1st line troubleshooting to resolve common issues when possible.

You will own tickets, maintain SLA compliance, update clients at each stage, and liaise with internal staff and third parties to deliver a consistent service. Travel to the office may be required as part of the role.

Qualifications

• 3 GCSEs (or equivalent) at grades 4+ (A-C) 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

• Work tickets from the service board in priority order, with full notes and accurate time entries
• Keep clients updated at every stage and confirm resolution before closure
• Be the first point of contact for all client tickets, providing first contact resolution where possible
• Liaise with clients, internal staff and third parties to deliver a consistent service
• Triage incoming tickets - categorise, prioritise and assign or resolve - in line with the triage process
• Capture the right information first time so that escalations do not bounce back
• Resolve common issues first time - passwords, Microsoft 365, printing, endpoint and user set-up
• Escalate to Tier 2 promptly when a ticket is beyond 1st line or at risk of SLA breach
• Meet response and resolution SLAs on every ticket assigned
• Encourage SmileBack responses and act on feedback
• Ad hoc site visits or onsite engineer cover may occasionally be required, where you will be expected to represent the company professionally
• Continuously build knowledge across the software and hardware technologies the team supports
• Develop internal documentation as required
• Work with the Service Desk Manager to develop internal processes

Skills

Customer service

Microsoft 365

Time management

Written & verbal communication

Travel to office

Education

GCSEs (4+ in any subject)

GCSE Maths & English (3+)

No higher-level similar qualification

Job description

QA is offering an IT Service Desk Apprentice role designed to get clients working again quickly. You will be the first contact on support requests, triaging tickets, and performing 1st line troubleshooting to resolve common issues when possible.

You will own tickets, maintain SLA compliance, update clients at each stage, and liaise with internal staff and third parties to deliver a consistent service. Travel to the office may be required as part of the role.