IT Service Desk Level 3 Apprenticeship - Prolinx

QA Limited; Swindon; On-site; GBP 17,000 - 26,000; Full time

Benefits offered by this job

Pension scheme

Electric car salary sacrifice scheme

Annual learning credits

Company bonus schemes

Job summary

Prolinx in Swindon, UK, is launching an IT Apprentice support role designed to give hands-on experience across service desk operations, incident management and user support in a 24/7 environment. Join a collaborative team and learn to troubleshoot across OSs, applications and networks, while documenting all requests and contributing to internal knowledge bases.

This entry-level apprenticeship offers training, exposure to ITIL practices, and the chance to progress within a growing cloud solutions

Qualifications

• 3 GCSEs (or equivalent) at grades 4+ (A-C) including Maths and English.
• No higher-level qualification in a similar subject.
• Entry-level role suitable for recent graduates or early IT career entrants.

Responsibilities

• Serve as the primary contact for end users via phone, email or ticketing system.
• Troubleshoot OS, applications, printers, networks and other IT issues.
• Document requests and resolutions in the ticketing system.
• Contribute to knowledge base articles and user guides.
• Escalate unresolved issues to senior engineers when needed.
• Monitor IT services and support performance to minimise downtime.
• Adhere to ITSM best practices, including SLAs and ITIL guidelines.
• Deliver high-quality customer service with professionalism.

Skills

Customer-focused

Proactive

Troubleshooting

Team collaboration

Communication skills

Education

GCSEs (4+ including Maths & English)

Tools

Ticketing system

ITIL knowledge

Job description

Kick-start your IT career with Prolinx!

Support users, solve technical issues and build hands-on service desk skills in a collaborative team, with 24/7 rotational shifts.

We are seeking a proactive and customer-focused apprentice to join our team in providing 24/7/365 support for end users. The ideal candidate will be responsible for delivering high-quality technical support, troubleshooting and resolving IT issues, and ensuring minimal downtime for our users, no matter the time of day. This is an exciting opportunity for someone who thrives in a fast-paced environment and is dedicated to ensuring the optimal performance of IT systems and services.

This is typically an entry-level position, suitable for someone who has recently graduated or are early into their IT career, typically working under the direct supervision of more senior engineers.

Responsibilities

• Serve as the primary point of contact for all IT-related inquiries and incidents from end-users via phone, email, or ticketing system
• Troubleshoot and resolve issues related to operating systems, applications, printers, networks, and other IT-related tools
• Document all support requests and resolutions in the ticketing system, ensuring accuracy and completeness
• Contribute to the development of internal knowledge base articles and user guides to improve self-service and troubleshooting
• Communicate with end-users to update them on the status of open issues and provide clear instructions for resolution
• Prioritise and escal… unresolved issues to other support teams as necessary
• Monitor system alerts and perform routine checks to ensure IT services are running optimally
• Collaborate with other departments and IT teams to resolve complex issues and improve service delivery
• Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines
• Provide excellent customer service, maintaining a professional demeanor and ensuring high user satisfaction

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

This role requires the ability to work in a 24/7/365 rotational shift pattern, including nights, weekends, and public holidays. Flexibility and a positive attitude are essential for success in this role.

Benefits

• Pension scheme: Generous pension plan with company contributions up to 10%
• Electric car salary sacrifice scheme: Enables employees to obtain an electric vehicle through salary sacrifice arrangements
• Annual learning credits: Funds allocated for continuous professional development each year
• Company bonus schemes: Performance-based bonuses available

Future Prospects

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

About the Company

Prolinx are industry leading experts at delivering innovative cloud solutions to Defence, National Security, Government, Academia and Industry and their partners where seamless connectivity and collaboration is the key to enabling secure data driven success.