IT Service Desk Engineer Apprentice

QA; London Borough of Harrow; On-site; GBP 12,000 - 18,000; Full time

Benefits offered by this job

Earn while you learn

Structured apprenticeship plan

Clear progression to 2nd/3rd line

Job summary

QA is offering an entry-level IT apprenticeship in London for a 1st Line Support role. You will begin by handling alerts, user requests and onboarding/offboarding, while studying for a Level 3 apprenticeship with a buddy support system.

Joining QA means a structured development path, with monitoring of progress and a clear route to further IT roles as you gain experience and certifications.

Qualifications

• Genuine interest in IT and how technology helps businesses.
• Clear, polite spoken and written English with confidence speaking to clients on the phone.
• Logical approach to problem solving and following a process step by step.
• Reliable, organised and willing to ask for help when unsure.

Responsibilities

• Answer client queries via phone, email, live chat and WhatsApp; log contacts in Halo PSA.
• Resolve common IT issues such as password resets, MFA, Outlook, printers and device performance.
• Review alerts and escalate hardware or critical issues.
• Onboard/offboard users, including M365 accounts and licences.
• Prepare, test and deploy Windows devices and returned equipment.
• Support Mac devices managed via Mosyle MDM.
• Assist with software and agent maintenance projects.
• Escalate security alerts to senior support teams.

Skills

Interest in IT

English communication

Problem solving

Organised

Education

GCSEs 4+ in any subject

Maths & English GCSEs 3+

Job description

Sona IT is a managed service provider supporting small and medium-sized businesses including financial services, legal, automotive, property, healthcare and charity clients. We look after their users, devices, Microsoft 365 tenants, networks, backups and security, and we take pride in fixing problems properly the first time.

About the role

This is an entry-level role for someone starting their IT career. You will join the 1st Line Support team and become the first point of contact for our clients. You will work through monitoring alerts, user requests and starters and leavers, following our documented processes, and expedite anything outside your remit to 2nd Line. You will study for a recognised Level 3 apprenticeship while you work, with a structured development plan and a named buddy on the team.

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

Required skills

• A genuine interest in IT and how technology helps businesses work

• Clear, polite spoken and written English, and confidence speaking with clients on the telephone

• A logical approach to problem solving and the patience to follow a process step by step

• Reliable, organised and willing to ask for help when unsure

Desirable experience

• Experience building or fixing computers, home networking or helping friends and family with IT

• Familiarity with Windows 11, Microsoft 365 or macOS

• Any customer-facing work experience

The entry requirements for this programme are as follows

• 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

Working hours

Monday to Friday, 9am - 5pm

Benefits

Upon completion of the apprenticeship there will be opportunities to progress to 2nd/3rd line positions.

Future prospects

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

About QA

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.