Service Desk Apprenticeship (January 2027)

Waterstons; North East; On-site; GBP 20,000 - 27,000; Full time

Benefits offered by this job

Unlimited holidays

Private healthcare

Job summary

Waterstons is offering an Apprenticeship as an IT Engineer, joining the busy Service Desk as the first point of contact for customers. You’ll answer calls, triage tickets and resolve incidents while developing professional IT skills.

The role emphasises exceptional customer service, approachability and a proactive mindset, with support for growth within the business and a fully funded integrated degree.

Qualifications

• Maths and English – Grade 4 (C) or Functional skills level 2.
• Level 3 qualification required.
• Ambition to grow in IT and customer support roles.

Responsibilities

• Provide outstanding customer service via phone, ticketing system and in person.
• Triage incoming tickets and prioritise effectively.
• Resolve incidents and service requests.
• Learn key IT processes including incident management, change control, and major incident response.
• Work with experienced engineers to support customers.

Skills

Problem-solving

Customer service

Strong communication

Proactive attitude

Dependable

Education

Maths and English GCSE grade 4

Level 3 qualification

Job description

Who You’ll Be Joining

We’re problem solvers at heart. Sometimes the answer is technology, sometimes it is strategy, and sometimes it is a strong cup of tea and a bit of thoughtful conversation. Whatever it takes, we work it out with our clients.

Who You’ll Be Joining

We’re problem solvers at heart. Sometimes the answer is technology, sometimes it is strategy, and sometimes it is a strong cup of tea and a bit of thoughtful conversation. Whatever it takes, we work it out with our clients.

We’re an IT consultancy that helps organisations get the best out of their technology. That means keeping them secure and keeping the bad guys out, making sure everything works and is easy to use, and doing smart things with data and software to give their business an edge. It is important work, and we care about doing it well and for the right reasons.

Life at Waterstons is friendly, flexible and built on trust. We hire people who are curious, thoughtful and good at getting to the heart of a problem. You get support, trust and room to grow in a place that still feels human. The unlimited holidays and private healthcare are a nice touch, although most people stay because it feels like the right place to do good work with good people.

About The Role

As an Apprentice IT Engineer, you’ll join our busy Service Desk team as the first point of contact for our customers. You'll help by answering calls, triaging tickets, and resolving incidents and service requests.

Exceptional customer service is at the core of this role. We’re seeking someone who is approachable, patient, and empathetic—someone who recognises that behind every ticket, phone call, or face-to-face interaction is a person in need of support

We’re passionate about helping our apprentices grow and develop within the business.

What We’re Looking For

• A genuine interest in problem-solving and helping people
• Excellent customer service skills
• Strong communication skills
• A proactive attitude with a willingness to learn and develop
• Smart, dependable, and proactive

What You’ll Gain

• A fully funded Digital and Technology Solutions Professional Integrated Degree
• Real-world experience in a supportive IT environment that serves multiple customers
• Clear opportunities for long-term progression within the business

What You’ll Do On a Typical Day

• Provide outstanding customer service via phone, our ticketing system and in person.
• Triage incoming tickets and prioritise effectively
• Resolve incidents and service requests
• Learn and practise key IT processes including incident management, change control, and major incident response
• Work alongside experienced engineers and specialists to support our customers

Candidate Specification

The ideal candidate will have a strong passion for problem solving and inquisitive.

They have a high level of interpersonal skills and can show a strong understanding of customer care.

They should be proactive – able to speak out if they need help and pick up work without been asked.

We're looking for candidates who present themselves well and show an understanding of basic professional behaviour in an office environment or self-awareness to learn these skills

They should have career aspirations beyond the Services Desk even if they don’t know what that is yet.

Working Hours

8:30am till 17:00pm - Monday to Friday

Future Prospects

• To join one of our many functions
• Service Desk as part of our 24h team
• Infrastructure monitoring as part of 24h team
• Backup assurance
• Technical Services
• Starting salary £20,000 rising to £26,500 throughout apprenticeship

Requirements

• Maths and English - Minimum Grade 4 (C) or Functional skills level 2
• Must also hold a Level 3 qualification