Helpdesk Technician Apprentice

Metro Supply Chain is a Canadian warehousing company, with offices across England and Wales.

Metro Supply Chain UK are looking for a driven problem solver to join our IT team as a Helpdesk Technician. We are looking for someone with one year’s experience in a helpdesk environment. The person in this role will provide direct support to our business users and will be responsible for prioritising, answering, or re assigning tickets from our internal and external users, and customers.

Main roles and responsibilities:

Ticket Management & Triage:

• Act as the first point of contact for all IT support tickets
• Assess, prioritise, and assign tickets appropriately based on impact and urgency
• Provide timely updates to users and ensure all issues are logged accurately

Network Administration Tasks:

• Create, modify, and disable user accounts across core business systems
• Set up user permissions, group memberships, and access rights
• Manage users across M365 services to ensure user productivity is achieved

Hardware Tasks:

• Perform initial laptop and desktop builds using standard images and configuration procedures
• Configure user devices with required applications and security tools
• Assist with workstation setup including monitors, docking stations, telephony, and other equipment

Application Support:

• Provide first-level support for business applications, including the Warehouse Management System (WMS)
• Troubleshoot routine WMS issues (e.g., login problems, scanning issues, basic workflow errors)
• Escalate complex application problems to the relevant application support or development teams

Service Desk:

• Proactively monitor service desk metrics and contribute to continuous improvement
• Identify recurring issues and suggest improvements in processes or documentation
• Draft and publish knowledge base articles to proactively help users with common issues

Security, Compliance and Environmental:

• Maintain compliance with relevant laws, regulations and industry standards, such as GDPR, Cyber Essentials, and any other implemented standards
• Follow work instructions provided, complying with our ISO accredited standards ISO 9001, 14001, 45001
• Communicate any non-conformances within the ISO accredited management system

Health and Safety:

• Without compromise maintain a safe and clean work environment
• Report any hazards in the workplace to management immediately
• Complete all training provided in a timely manner

Customer Service and Our Way Culture:

• As a team member, work collaboratively with Metro employees in a team-oriented environment
• Have an exceptional customer service attitude
• Look for ways to say “Yes” to the customer (internal and external)

Within the role, the following are the kinds of tasks and responsibilities that will be included. If you spot something that you’re not able to do, or you haven’t come across before, that is OK. We don’t expect candidates to know how to do everything on this list.

• Communication skills
• Attention to detail
• Organisation skills
• Team working
• Initiative
• Logical

• Maths and English GCSE or equivalent, grade 4-9 (Essential)