IT Desktop Support Technician Apprentice

As the first point of contact for all Golfbreaks Back Office and Contact Centre staff, the IT Desktop Support Technician plays a vital role in assisting colleagues with software and hardware issues or queries. This includes ensuring that all support calls are answered promptly, accurately logged, and managed efficiently, delivering immediate resolutions where possible and escalating more complex issues to other team members or third-party vendors when appropriate. The ideal candidate will possess strong communication skills, a methodical approach to problem solving, and the ability to make decisive, well-informed decisions. A talent for finding and implementing effective solutions is essential. This position operates in a dynamic, fast-paced environment, where each day brings new challenges. A tenacious attitude, eagerness to learn, and the ability to adapt quickly will be key assets. The role also demands exceptional attention to detail, organisational and prioritisation skills, and a collaborative team mindset. Being customer-focused, solution-oriented, and open to change is highly desirable.

What you will be doing:

• Support: Respond to all 1st line support requests and issues from internal and external staff in line with defined service level targets, ensuring timely and effective resolution or escalation
• System Health Monitoring: Perform proactive checks on Golfbreaks hardware, software, and IT services to ensure ongoing efficiency, availability, and security of the infrastructure
• Maintenance: Maintain, and where appropriate, repair components of the physical and virtual environment to ensure systems remain operational, current, and accessible to end users
• Hardware and Software Tasks: Carry out software installations, updates, and hardware upgrades as required to support user needs and system performance
• Business Continuity: Manage the organisation’s primary backup systems and data in accordance with the documented Business Continuity strategy to ensure consistent and reliable backup availability
• Documentation: Produce and maintain clear, accurate documentation of IT systems, processes, and workarounds for both end-user guidance and internal IT reference
• Project Work: Support the development of existing systems or implementation of new technologies by contributing to assigned project tasks as needed
• Training and User Guidance: Provide ad-hoc advice and informal training to end users to enhance their understanding and effective use of available technologies, improving day-to-day efficiency

What we are looking for:

• Excellent verbal and written communication skills
• Strong attention to detail
• Patient and methodical approach when resolving user issues
• Self-motivated, with a collaborative team-oriented mindset
• Consistently positive attitude towards all aspects of the role
• Naturally tech-savvy and an enthusiastic problem solver
• Excellent time management and the ability to prioritise tasks effectively
• Eagerness to explore and work with new and emerging technologies

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Passion for ICT
• Motivated
• Hardware and software
• Hard-working
• Troubleshooting

• English GCSE, grade C/4 + (Essential)
• Maths GCSE, grade C/4 + (Essential)