1st Line Service Desk Agent Apprenticeship Programme
We are building a team to provide IT Support & Services to one of our critical public sector clients.
You will be the "face" (and voice) of Atos for our clients. You will be the first point of contact for users experiencing technical issues, helping to resolve them quickly and efficiently.
Role
As an apprentice, you will gradually take on more responsibility as your skills grow. Your day-to-day will include:
- Being first Point of Contact: Answering incoming calls, emails, tickets and web chats from clients regarding IT issues
- Incident Logging: Accurately logging details of faults and requests into our Service Management tool
- Troubleshooting: Diagnosing and resolving basic technical issues such as:
- Password resets and account unlocks
- Software installation and Microsoft Office/365 queries
- Basic hardware faults (laptops, printers, peripherals)
- Escalation: Identifying complex issues that need to be passed on to 2nd or 3rd line support teams
- Customer Service: Keeping users updated on the status of their tickets and ensuring high levels of customer satisfaction
- Learning: Dedicating 20% of your working hours to your apprenticeship studies, workshops, and coursework
Training
- College day release at Solihull College's Blossomfield Campus
- Weekly day release - timetable to be given at the start of the programme
Degree Apprentice or alternative further education/industry qualification. Opportunities in line with business growth and demand, potentially Cyber Security, AI, Data, Cloud Engineering, Service Management, Operations.
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- SOLIHULL COLLEGE AND UNIVERSITY CENTRE
- Working Week
- Monday - Friday, may have some shift patterns, e.g. 7.00am - 3.00pm or 11.00am - 7.00pm (to be confirmed).
- Expected Duration
- 1 Year 6 Months
- Positions Available
- 28
- Closing Date
- Sunday, 18th January 2026
- Start Date
- Monday, 16th February 2026
Desired Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Analytical skills
- Logical
- Team working
- Patience
Qualifications
- GCSE's in Maths & English GCSE, grade 4/C or above (Essential)
- IT Other, grade Level 2 (Desired)
- STEM Other, grade Level 2 (Desired)