IT Helpdesk Support Apprentice

Employer description:

Since 2008, Smart IT has been a trusted provider of innovative and reliable ICT solutions. We are more than just an IT support company – we are a technology partner dedicated to helping businesses thrive in an ever-evolving digital world. Our mission is to deliver cutting-edge technology, expert support, and proactive solutions tailored to each client’s needs. With a customer-centric approach, we empower businesses across the UK to work smarter, safer, and more efficiently.

Overview:

As an IT Helpdesk Support Apprentice at Smart IT, you’ll play a key role in supporting our clients’ IT infrastructure and applications. This role will expose you to a wide variety of technologies, from networking and hardware to cloud applications, giving you a solid understanding of how our customers operate and the critical role technology plays in their business success.

Working as part of a collaborative and skilled team, you’ll contribute to delivering exceptional IT support while also identifying opportunities to improve our processes and services. You’ll receive hands-on training, mentoring, and support, enabling you to develop both your technical expertise and your customer service skills.

You will work towards industry-recognised IT qualifications as part of your apprenticeship, alongside gaining valuable on-the-job experience. This is an excellent opportunity to build a strong foundation for a career in IT support.

Responsibilities:

• Resolving queries – Respond promptly to customer enquiries via phone, email, or helpdesk ticketing system.
• Problem solving – Diagnose and troubleshoot technical issues, using a logical and methodical approach to reach solutions.
• Providing technical assistance – Support end-users with day-to-day IT challenges, including software, hardware, and network queries.
• Maintaining ICT equipment – Perform routine checks and maintenance on computers, printers, networking devices, and other IT assets.
• Installing and configuring hardware – Set up desktops, laptops, peripherals, and associated software for new and existing users.
• Resolving faults – Investigate and fix issues such as connectivity problems, application errors, and hardware malfunctions.
• Upgrading or replacing equipment – Assist with rolling out upgrades, replacing outdated hardware, and ensuring systems remain secure and efficient.
• Documentation – Accurately record support requests, solutions, and asset information to maintain up-to-date records.

Desired skills:

• Strong communication skills – able to explain technical issues in a clear and friendly manner.
• Good IT knowledge – a basic understanding of computer systems, hardware, and software.
• Logical thinking and strong problem-solving skills.
• Ability to work well both independently and as part of a team.
• A proactive and customer-focused approach.
• Willingness to learn and adapt to new technologies.

Entry requirements:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

For more information please visit the UK ENIC website.

Working hours:

9am - 5.30pm.

Benefits:

• Hands-on experience with a variety of technologies.
• Supportive, friendly team environment.
• Opportunities to develop both technical and professional skills.
• Clear progression pathways within the company.

Future prospects:

Upon successful completion of the apprenticeship, you may have the opportunity to secure a full-time position with Smart IT as a First Line or Second Line Engineer. This comes with a competitive salary, further training opportunities, and excellent career progression prospects.

About QA:

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.

Interested? Apply now!