IT Service Desk Apprentice
Looking to kickstart your career in tech? Join the Service Desk team at 848 IT Services as an apprentice and become the first point of contact for our customers.
You’ll help install, troubleshoot, and resolve technical issues while delivering top-tier customer service.
Role
- Answer client calls and raise support tickets
- Triage tickets that come through to the service desk
- Take ownership of users’ issues and identify appropriate solutions to resolve service incidents and requests yourself or through escalation channels
- Provide onsite support if/when required
- Provide users with regular communication on the progress of investigations and planned solutions for their tickets
- Work closely with the wider Service Desk team to provide tier 1 support, ensuring assigned calls are responded to, diagnosed, and resolved swiftly
- Perform proactive maintenance on customer infrastructure where required
- Document internal and customer processes and procedures related to duties and responsibilities
- Monitor and triage service alerts on all dashboards
- Understand The 848 Group’s customer and Internal processes
- Keep up to date on new technology trends
- Manage your workload to ensure cases and requests are dealt with in line with the client contract and 848 processes
- Ensure all managed service policies and procedures are followed
- Tier 1 out of hours support (as/when required)
Training
- An apprenticeship is made up of 80% practical work experience and 20% online learning and training
- There is a full-time role available at the end of the apprenticeship for the right candidate, and an opportunity to progress onto a Level 4 programme
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- ALTHAUS DIGITAL LIMITED
- Working Week
- Normal hours of work will be based on a rotating shift pattern between 08:00 to 18:00, Monday to Friday. Example shifts are 08:00 to 16:30, 08:30 to 17:00, 09:00 to 17:30 and 09:30 to 18:00
- Expected Duration
- 1 Year 6 Months
- Positions Available
- 1
- Closing Date
- Friday, 31st July 2026
- Start Date
- Monday, 3rd August 2026
Desired Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Logical
- Team working
- Initiative
- Patience
Qualifications
- English GCSE, grade 4/C (Essential)
- Maths GCSE, grade 4/C (Essential)
About the Employer
848 IT SERVICES LIMITED
The 848 Group Ltd is a strategic IT Managed Services Provider (MSP) and cloud consulting firm. They specialize in digital transformation, cyber-security, and enterprise solutions for regulated industries, operating primarily as a Microsoft Certified Solutions Partner.