End User IT Apprentice

QA Apprenticeships; Newcastle; On-site; ZAR 20 000 - 30 000; Full time

Job summary

A forward-thinking company is seeking a Service Desk Agent to join their expanding team. This role involves providing expert technical support, ensuring incidents and requests are resolved efficiently. Ideal candidates will possess strong customer service skills, a basic understanding of Microsoft technologies, and a passion for technology. The position offers a unique opportunity to gain hands-on experience in IT while contributing to a supportive team environment. With a commitment to employee growth, this apprenticeship is perfect for those eager to launch a successful career in technology.

Benefits

34 days annual leave

Company electric car scheme

Cycle to work scheme

Employee assistance programme

Qualifications

• Basic understanding of Microsoft suite, including Windows 10 Desktop & Office 365.
• ICT experience/qualifications are essential; experience in customer service is a plus.

Responsibilities

• Providing high-quality customer service via telephone, email, and customer portal.
• Gathering information about incidents and recording accurately on the Service Management tool.

Skills

Microsoft Suite

Customer Service Skills

Communication Skills

Adaptability

Teamwork

Interest in Technology

Education

GCSEs (or equivalent)

GCSE Maths and English

Tools

Windows

Active Directory

Citrix

Job description

Our success is people powered and we're on a mission to work with the best.

We operate out of three offices: Berkshire, Newcastle, & Belfast, and have 150 employees across Cybit. We have great relationships with our vendors and are a Microsoft Gold Partner, Qlik Select Partner, Alteryx Premier Partner, AWS Advanced Consulting Partner, Palo Alto Platinum Innovator, F5 Gold Partner, and more!

Within our Managed Services division, we work closely with customers providing technical support and maintenance to all supported IT business users, systems, hardware, and applications. Besides our Managed Service division, we also have Data & Analytics and Cyber Security specialist arms, setting us apart from other IT consultancies.

Overview:

Rapid growth, huge opportunities, and exciting challenges mean we're looking for brilliant people to join our team at Cybit.

Working within the End User Support team, the Service Desk Agent will provide expert technical support, ensuring incidents and requests are resolved efficiently and professionally, in line with service level commitments.

The Role / Duties: you will be responsible for

• Providing high-quality customer service via telephone, email, and customer portal
• Gathering information about incidents and recording accurately on the Service Management tool
• Prioritising incidents and requests, ensuring resolution within Service Level agreements, escalating when necessary
• Handling administrative duties such as receiving, packing, and dispatching goods

Resolving incidents and requests logically and thoroughly, using technologies such as:

• Windows
• Active Directory
• Citrix

What we are looking for:

• Basic understanding of Microsoft suite, including Windows 10 Desktop & Office 365
• Customer service skills: ability to communicate politely, friendly, and helpfully, conveying technical info to non-technical users
• Eagerness to learn: strong desire to gain knowledge and develop skills in this apprenticeship
• Adaptability: ability to keep up with evolving trends and technologies
• Strong work ethic: reliability, hardworking, ability to meet deadlines, and prioritise tasks
• Effective communication skills, both verbal and written
• Teamwork: collaborate effectively with 1st/2nd/3rd line teams and stakeholders
• Interest in technology and a desire to develop a career in IT

ICT experience/qualifications are essential; experience in customer service is a plus.

Entry requirements:

• 3 GCSEs (or equivalent) at grades 4 (AC) in any subject
• GCSE Maths and English (or equivalents) at grades 3 (D or above)
• Applicants must not hold a qualification at the same or higher level in a similar subject

Combination of qualifications and experience demonstrating the minimum foundation may also be considered. International equivalents must be verifiable via official documentation, with details available on the UK ENIC website.

Benefits:

• 34 days annual leave, including bank holidays, with options to purchase more
• Company electric car scheme
• Cycle to work scheme
• Employee assistance programme

Future prospects:

• Broader Business Engagement: opportunities to expand into 1st/2nd/3rd line support or transition into these disciplines
• Leadership & Management roles: potential to develop into entry-level leadership within Managed Services
• Technical Consultancy: delivering complex cloud and IT solutions

Our apprenticeships offer a chance to gain new skills, earn while you learn, and launch an exciting career. With over 30,000 successful graduates, we're a top training provider dedicated to your success.

Apply now!

Key Skills