Service Desk Technician Apprentice

Keltbray Limited; Esher; On-site; GBP 18,000 - 22,000; Full time

Job summary

A leading specialist engineering contractor is seeking an IT Support Apprentice to assist with logging and resolving technical issues, providing support for users, and contributing to various IT projects. This role offers hands-on experience and the opportunity to develop skills in a dynamic environment, supporting both hardware and software solutions across the business.

Qualifications

• Strong attention to detail is essential.
• Ability to prioritize workload effectively.
• Understanding of basic networking concepts.

Responsibilities

• Provide end-user support via various channels.
• Log and resolve IT incidents and requests.
• Assist with installation and configuration of systems.

Skills

IT skills

Attention to detail

Organisation skills

Customer care skills

Problem solving skills

Administrative skills

Analytical skills

Logical thinking

Team working

Communication skills

Education

Basic IT literacy and familiarity with computers

Introductory IT certifications (e.g., CompTIA IT Fundamentals)

Experience with ITSM system

Tools

ServiceNow

Windows Operating Systems

Active Directory

Office 365

Microsoft Teams

Job description

The apprentice will be responsible for logging, diagnosing, and assisting in the resolution of issues raised by VIPs and users, covering a variety of hardware and software packages. Under supervision, you will help with the installation and configuration of new hardware, software, and services, and provide first-line technical support to users across the business. Throughout your apprenticeship, you will develop your technical skills, customer service abilities, and understanding of IT service desk operations, contributing to the delivery of high-quality support.

Primary Responsibilities

• Assist in providing end-user support to VIPs and users via telephone, remote support, email, and face-to‑face interactions, engaging with users at all levels across the organisation.
• Log, triage, and help resolve IT incidents and requests using the ITSM system (ServiceNow).
• Support technical investigations of user issues under supervision, escalating problems to senior team members or higher support tiers when necessary.
• Learn and apply troubleshooting techniques for hardware, software, and network issues, including desktops, laptops, printers, and mobile devices.
• Assist with installation, configuration, and maintenance of hardware, software, and services, including new deployments, upgrades, and endpoint activities.
• Support Active Directory administration and deployment of software via Endpoint Manager.
• Help maintain and update technical documentation and user‑friendly support articles.
• Assist with printer and consumable support, including driver installation, stock management, and basic troubleshooting.
• Support basic hardware repairs and part replacements under supervision.
• Assist with telephony and video conference system setup and support (SIP/VOIP, video conferencing).
• Help configure and support iOS/Android mobile and tablet devices and deployment of 4G/5G dongles.
• Learn basic networking concepts (TCP/IP, Ethernet) and assist with network patching and troubleshooting.
• Support new site/office setups and moves in collaboration with the networking team.
• Assist with IT stock management (laptops, monitors, cables, peripherals) and request components via ServiceNow.
• Participate in IT projects as directed by the IT Manager or other senior IT staff.
• Communicate effectively with IT team members and stakeholders regarding events that may impact IT services.
• Maintain a clean and organised working environment and assist with general housekeeping of IT equipment.
• Handle user concerns and complaints professionally, escalating as needed.
• Provide cover for the IT helpdesk team and support internal teams as required.
• Participate in occasional out‑of‑hours, weekend, or bank holiday work as needed for business continuity and learning.

Secondary Responsibilities

• Participate in IT team meetings, training sessions, and workshops to develop technical and customer service skills.
• Assist with maintaining and updating the IT knowledge base, FAQs, and internal documentation.
• Good level of working IT knowledge and practices.
• Support the onboarding and offboarding process for users, ensuring equipment and access are set up or removed as required.
• Monitor industry news and trends, sharing relevant updates with the IT team.
• Help test and evaluate new hardware, software, or IT solutions under supervision.
• Keep working area, cupboards, and storage area clean, tidy, safe and equipment/spares organised.
• Support other IT projects and initiatives as directed by senior team members, interpret and prioritise internal or external customer’s requirements in line with organisation’s policy.
• Apply the appropriate tools and techniques to undertake fault finding and rectification.
• Apply Continuous Professional Development to support necessary business output and technical developments.
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders.
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate.
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders.
• Manage and prioritise the allocated workload effectively making best use of time and resources.
• Complete documentation relevant to the task and escalating where appropriate.
• Install or undertake basic software upgrades, either physically or remotely.
• Establish and diagnose the extent of the IT support task, in line with the organisation’s policies and Service Level Agreements.
• Provide remote/F2F support to resolve customer requirements.
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task.
• Identify and scope the best solution informed by the system data associated with the task.
• Test and evaluate the system’s performance and compliance with customer requirements.
• Escalate non‑routine problems in line with procedures.
• Use basic scripting to execute the relevant tasks, for example PowerShell, Linux.
• Carry out routine maintenance across systems, such as IT, Communications, ensuring organisational compliance at all times.
• Apply the necessary security, in line with access and/or encryption requirements.
• Use a range of cabling or connectors equipment in line with technical requirements for example physically or remotely.
• Test and evaluate network environments.
• Monitor performance and usage of a network.
• Deploy applications on a network.
• Set up storage and data access for staff.
• Apply necessary security measures, in line with access requirements to a network.
• Carry out routine maintenance across network systems, ensuring organisational compliance.
• Monitor network‑related workloads including DNS and firewalls.
• Install or undertake basic upgrades, either physically or remotely.
• Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
• Identify a range of tools and diagnostic equipment, for example hardware or software components, to resolve communications or telecommunications requirements.
• Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
• Use information necessary to identify operational issues and rectify or escalat(e?) accordingly in line with policy.
• Interpret and prioritise internal or external customer’s requirements in line with organisation’s policy.
• Apply the appropriate tools and techniques to undertake fault finding and rectification.
• Apply Continuous Professional Development to support necessary business output and technical developments.
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders.
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate.
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders.
• Manage and prioritise the allocated workload effectively making best use of time and resources.
• Complete documentation relevant to the task and escalating where appropriate.
• Install or undertake basic software upgrades, either physically or remotely.
• Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements.
• Provide remote/F2F support to resolve customer requirements.
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task.

Required Skills & Experience

• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know., Communication skills
• Requirements Desired knowledge in the following: Basic IT literacy and familiarity with computers, operating systems, and common software applications Any introductory IT certifications (e.g., CompTIA IT Fundamentals, Microsoft Technology Associate) Experience working with ITSM system. Windows Operating Systems Active Directory. Office 365 Helpdesk Administration. Microsoft Teams. Experience of supporting Microsoft Office applications. Understanding and support of anti-virus products. Understanding of web gateway filtering. VPN support, understanding of networking concepts Queue management. Prioritise, plan, organise and manage own time to assure support tickets are dealt with in expected timescales. Be able to prioritise workload. Knowledge of best practice and trends in IT.

About the Company

Keltbray is a UK leading specialist engineering contractor, which offers engineering, construction, demolition, decommissioning, remediation, environmental services and reinforced concrete frame solutions. We are a key player in developing and maintaining Britain’s built environment and major civil engineering, operating in highly regulated climates and transforming sites across the UK. Our purpose is to redefine the way sustainable development is delivered. Based on our collective experience, we collaborate at the earliest stage to design and self‑deliver innovative customer solutions across technically demanding built environment and infrastructure sectors. Working in partnership with our stakeholders, we are actively contributing to economic growth, social advancement and environmental protection. Diversity & Inclusion We advocate for difference and champion diversity to foster an inclusive environment that allows our people to bring their true selves to their work every day and enable our people to thrive by promoting health and preventing harm. https://www.keltbray.com/ (opens in new tab)