IT Support Apprentice — Hands-On User Help & Tech

Back TO Work; Harrogate; On-site; GBP 26,000 - 38,000; Full time

Job summary

Back TO Work, a North Yorkshire law firm, seeks an IT support professional to join the IT services team as the first point of contact for business IT incidents.

You will investigate and resolve issues, escalate when needed, and keep users informed while maintaining service standards.

The role covers Worksite, Outlook, VMware, Intune, Office 365 and Citrix, plus PC and laptop configuration; you will share knowledge to improve the team.

Qualifications

• Independent skills and ability to work with minimal supervision.
• Strong teamwork and collaborative approach to IT incidents.
• Excellent organisational skills and attention to detail.
• Good written and oral communication skills in a professional environment.
• Self-motivated with a genuine passion for technology.

Responsibilities

• Act as the first point of contact for all business IT incidents.
• Investigate and resolve incidents; escalate to DWP and Technical Support Team when needed.
• Monitor call lists and ensure calls are handled according to service standards.
• Support and troubleshoot technologies such as Worksite, Outlook, VMware, Intune, Office 365 and Citrix.
• Build, configure, and maintain PCs and laptops.
• Provide customers with regular updates on call status and progress.
• Share knowledge with the IT team to continually improve IT skills.
• Adhere to Incident and Problem Management procedures in the Best Practice Guide.

Skills

Independent

Team work

Organisational

Written & verbal comms

Self-motivated

Tech passion

Tools

Worksite

Outlook

Expert

Workshare

Enterprise Vault

AnyConnect

VMware

Microsoft 365

Citrix

Intune

Office 2010

Job description

Back TO Work, a North Yorkshire law firm, seeks an IT support professional to join the IT services team as the first point of contact for business IT incidents.

You will investigate and resolve issues, escalate when needed, and keep users informed while maintaining service standards.

The role covers Worksite, Outlook, VMware, Intune, Office 365 and Citrix, plus PC and laptop configuration; you will share knowledge to improve the team.