Service Desk Technician Apprentice

The apprentice will be responsible for logging, diagnosing, and assisting in the resolution of issues raised by VIPs and users, covering a variety of hardware and software packages. Under supervision, you will help with the installation and configuration of new hardware, software, and services, and provide first-line technical support to users across the business.

Throughout your apprenticeship, you will develop your technical skills, customer service abilities, and understanding of IT service desk operations, contributing to the delivery of high-quality support.

Duties & Responsibilities

Primary:

• Assist in providing end-user support to VIPs and users via telephone, remote support, email, and face-to-face interactions, engaging with users at all levels across the organisation
• Log, triage, and help resolve IT incidents and requests using the ITSM system (ServiceNow)
• Support technical investigations of user issues under supervision, escalating problems to senior team members or higher support tiers when necessary
• Learn and apply troubleshooting techniques for hardware, software, and network issues, including desktops, laptops, printers, and mobile devices
• Assist with installation, configuration, and maintenance of hardware, software, and services, including new deployments, upgrades, and endpoint activities
• Support Active Directory administration and deployment of software via Endpoint Manager
• Help maintain and update technical documentation and user-friendly support articles
• Assist with printer and consumable support, including driver installation, stock management, and basic troubleshooting
• Support basic hardware repairs and part replacements under supervision
• Assist with telephony and video conference system setup and support (SIP/VOIP, video conferencing)
• Help configure and support iOS/Android mobile and tablet devices and deployment of 4G/5G dongles
• Learn basic networking concepts (TCP/IP, Ethernet) and assist with network patching and troubleshooting
• Support new site/office setups and moves in collaboration with the networking team
• Assist with IT stock management (laptops, monitors, cables, peripherals) and request components via ServiceNow
• Participate in IT projects as directed by the IT Manager or other senior IT staff
• Communicate effectively with IT team members and stakeholders regarding events that may impact IT services
• Maintain a clean and organised working environment and assist with general housekeeping of IT equipment
• Handle user concerns and complaints professionally, escalating as needed
• Provide cover for the IT helpdesk team and support internal teams as required
• Participate in occasional out-of-hours, weekend, or bank holiday work as needed for business continuity and learning

Secondary:

• Participate in IT team meetings, training sessions, and workshops to develop technical and customer service skills
• Assist with maintaining and updating the IT knowledge base, FAQs, and internal documentation
• Good level of working IT knowledge and practices
• Support the onboarding and offboarding process for users, ensuring equipment and access are set up or removed as required
• Monitor industry news and trends, sharing relevant updates with the IT team
• Help test and evaluate new hardware, software, or IT solutions under supervision
• Keep working area, cupboards, and storage area clean, tidy, safe and equipment/spares organised
• Support other IT projects and initiatives as directed by senior team members

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Analytical skills
• Logical
• Team working