Junior IT Service Desk Apprentice - Launch Your Tech Career

Bicester Village; Bicester; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

25 days annual leave

Birthday leave

Wedding/moving leave

Village discounts

Employee referral bonus

Private medical & dental cover

Job summary

Bicester Village is offering a Service Desk Apprentice role to support 1st and 2nd line IT help for staff, guests and brands. You will handle calls, emails, and remote assistance, log incidents, and assist with basic troubleshooting under supervision.

We’re looking for movers with basic IT interest, 16+ and GCSEs, eligible for Level 3 IT Apprenticeship. Full training, a structured career path, and benefits accompany this entry-level opportunity.

Qualifications

• Be at least 16 years old.
• Eligible to enroll on Level 3 Information Technology Apprenticeship.
• Have a minimum of 5 GCSEs (A*-C) including English and Maths.
• Further education is beneficial.
• Be a UK resident with 3 consecutive years' residence and right to work in the UK.
• Demonstrate a strong interest in IT and perhaps IT experience.

Responsibilities

• Handle inbound calls, emails, self-service and visits to the Service Desk.
• Log incidents and service requests in the ITSM tool.
• Diagnose, categorize, and prioritise incidents and requests; perform first line resolutions where possible.
• Escalate unresolved issues to internal resolver or third-party teams.
• Manage incidents through lifecycle and keep customers informed per SLAs.
• Ensure tickets are updated and resolved within SLA.
• Routinely monitor service using provided tools.
• Maintain knowledge articles and documentation; deliver staff training as required.
• Deliver a high level of customer service.
• Follow Service Desk processes and code of conduct.
• Raise orders and receipting goods; perform other tasks as assigned.

Skills

Communication

Interpersonal skills

Telephone manner

Adaptability

Teamwork

Attention to detail

Customer focus

Energy

Education

GCSEs including English & Maths

Level 3 IT Apprenticeship eligibility

UK residency for 3 years & right to work

Tools

ITSM tools

Remote support tools

Job description

Bicester Village is offering a Service Desk Apprentice role to support 1st and 2nd line IT help for staff, guests and brands. You will handle calls, emails, and remote assistance, log incidents, and assist with basic troubleshooting under supervision.

We’re looking for movers with basic IT interest, 16+ and GCSEs, eligible for Level 3 IT Apprenticeship. Full training, a structured career path, and benefits accompany this entry-level opportunity.