Junior IT Service Desk Support Representative

Primary Goal; Chester; On-site; GBP 23,000 - 25,000; Full time

Job summary

An exciting opportunity awaits you with a forward-thinking company that values learning and development. As a Junior IT Service Desk Apprentice, you will gain hands-on experience in IT support while working with industry experts. This role offers a unique chance to learn while you earn, focusing on CompTIA learning content and preparing you for your Level 3 Information Communications Technician apprenticeship. You will assist customers with technical issues, collaborate with various teams, and receive mentorship to enhance your skills in a growing SaaS environment. If you're passionate about technology and eager to kickstart your IT career, this is the perfect opportunity for you!

Qualifications

• Strong interest in IT and problem-solving.
• Relevant coursework or qualifications in IT, such as BTEC, A-levels, or T-levels.

Responsibilities

• Assisting customers with IT support queries via email, chat, and phone.
• Learning to diagnose and resolve technical issues.

Skills

IT Support

Problem Solving

Customer Service

Communication Skills

Microsoft Excel

Education

GCSE English and Maths grade 4 or above

Functional Skills Level 2

Tools

SaaS Platforms

CRM Systems

Cloud Services

Job description

You don’t need to go to university to kickstart your career!

Do you want to learn while you earn and stay up-to-date with the latest technology?

Choosing Primary Goal as your training provider means you'll learn and earn simultaneously, with a focus on CompTIA learning content. Our delivery will prepare you for your Level 3 Information Communications Technician apprenticeship, including exams such as:

1. CompTIA A+ (Exam 1 and 2)
2. CompTIA Cloud Essentials

Are you passionate about technology and eager to start your IT career? We are recruiting on behalf of iAM, where you will gain valuable experience as a Level 3 Information Communications Technician, following the Support Technician pathway. We pride ourselves on supporting our apprentices throughout their journey, alongside their employers.

iAM Compliant is seeking an enthusiastic Junior IT Service Desk Apprentice to join their team. This is an exciting opportunity to gain hands-on IT support experience while learning from industry experts. Our team helps customers troubleshoot technical issues, ensuring they maximize our SaaS platform’s potential. As an apprentice, you’ll receive training and mentorship to develop your skills in the tech industry.

About the group:

iAM is the parent company of iAM Learning and iAM Compliant.

What is iAM Compliant? www.iamcompliant.com

iAM Compliant is a web-based SaaS safety management tool designed to assist with health and safety compliance, reporting, eLearning, and more. It allows you to create tasks, assign jobs, generate reports, and prevent issues proactively.

What is iAM Learning? www.iamlearningcontent.com

We create engaging animated eLearning content that drives behavioral change and delivers results. Our content features high-quality animation and a user-friendly experience, making workplace learning enjoyable.

MAIN PURPOSE AND SCOPE OF THE JOB

Working with operational teams, the aim is to manage day-to-day customer issues with our SaaS products, providing both proactive and reactive support. The role involves collaborating with HelpDesk resources and offering hands-on technical advice based on your product knowledge and prior experience.

WHAT YOU’LL BE DOING

• Assisting customers via email, chat, and phone with IT support queries.
• Learning to diagnose and resolve technical issues.
• Supporting data uploads and working with Excel spreadsheets.
• Setting up and managing SSO and integrations.
• Updating the knowledge base with common issues.
• Collaborating across departments, including Customer Support and Account Management.
• Suggesting system improvements.

WHAT WE’RE LOOKING FOR

No extensive experience needed—this is a learning opportunity! The ideal candidate will have:

• A strong interest in IT and problem-solving.
• Some familiarity with Microsoft Excel (or willingness to learn).
• Excellent communication skills and a customer-focused attitude.
• A logical troubleshooting approach.
• Teamwork skills and the ability to ask for help when needed.
• Relevant coursework or qualifications in IT, such as BTEC, A-levels, or T-levels, are a bonus.

WHAT YOU’LL GAIN

• Practical experience in IT support within a growing SaaS company.
• Mentorship and training to develop technical and customer service skills.
• Experience with modern IT systems, including CRM and cloud services.
• A clear learning path with opportunities for progression.

TRAINING PROVIDED

• Introductory modules on technical concepts.
• Level 3 Information Communications Technician apprenticeship standard.
• Training across all IT pathways (support, network, digital communications).
• Specialization in evidence portfolios for the Support Technician pathway.
• e-learning materials.
• Bi-weekly virtual classroom sessions.
• Access to virtual labs for technical skills development.
• Monthly coaching visits and competency checks.
• Support desk available 9 am – 5 pm.
• Development of personal and key skills.
• Optional vendor and technical certifications, e.g., CompTIA.

Networking opportunities with fellow apprentices and access to an online portal with resources and real-time support.

WORKING CONDITIONS

Full-time, Monday to Friday, 37 hours/week, 9 am – 5 pm, at the Chester Office.

SALARY

£23,000 – £25,000 DOE

QUALIFICATIONS

GCSE English and Maths grade 4 or above, or Functional Skills Level 2.

DURATION

15 months plus 4 months for End Point Assessment.

CAREER PROGRESSION

Opportunity to gain RITTech recognition and progression to Level 4 Network Engineer apprenticeship.

IMPORTANT NOTES

Applicants must include a CV aligned with this role. International qualifications should be verified through official documentation. No higher or equivalent qualifications should already be held in the same subject.