Service Desk Apprentice (Positive Solutions Ltd)

This is a learning role designed to develop technical knowledge, problem-solving skills, and an understanding of professional service delivery standards. Under supervision, the apprentice will help resolve incidents, assist with service requests, and escalate issues when required, while gaining experience in IT service management, information security (ISO 27001), and quality management (ISO 9001).

Duties and key responsibilities:

Incident and Request Management:

• Act as the first point of contact for staff requiring IT support (with guidance and supervision)
• Log, categorise, and prioritise incidents and requests in the service management system
• Learn how to diagnose and resolve common IT issues within agreed timescales
• Escalate more complex issues to second-line support following established processes

Customer Service:

• Provide polite, helpful, and professional support to all users
• Keep staff informed of the progress of their requests
• Learn to explain technical issues in simple, clear terms for nontechnical users

ISO 27001 Responsibilities:

• Follow company information security policies and procedures
• Handle data and information responsibly, maintaining confidentiality and security
• Report any suspected security risks or incidents to the appropriate team member

ISO 9001 (Quality Management) Responsibilities

• Work in line with company quality standards and processes
• Ensure accurate logging and documentation of tickets
• Suggest improvements to processes as knowledge and confidence grow

Documentation and Knowledge Sharing:

• Help maintain up-to-date documentation of incidents and solutions
• Contribute to the service desk knowledge base by recording solutions under supervision

Team Collaboration:

• Work closely with colleagues to share learning and support team goals
• Take part in team meetings and training sessions to develop skills and knowledge

Other Duties:

• Carry out other tasks as requested by the Service Desk Supervisor to support the team and organisation

• Communication skills
• Attention to detail
• Customer care skills
• Problem solving skills
• Troubleshooting skills
• Can do attitude
• Willingness to learn
• Punctual
• Approachable
• Keen to learn
• Want to ask questions

• GCSE's including English and Maths GCSE, grade (A*-C/9-4 or equivalent) (Essential)