Help Desk Support Apprentice
Provide day-to-day IT support so colleagues and customers can keep working without interruption.
Role
- Provide day-to-day technical support to colleagues or customers by phone, email, chat or in person
- Talk people through the steps to fix issues or set up systems, keeping them informed and escalating where needed
- Prioritise IT issues in line with customer service level agreements
- Investigate and diagnose IT problems and faults using the organisation's troubleshooting methods and tools
- Use the right tools and technologies to resolve technical issues
- Test hardware and software using appropriate testing methods
- Install and configure software and hardware, for example mobile apps, printers, projectors, scanners and cameras
- Support the roll-out of upgrades, new systems or new applications
- Follow the organisation's security policies when carrying out IT tasks
- Administer security access and permissions for people, for example password resets, escalating where necessary
- Document tasks and escalate appropriately so there is a clear audit trail and issues keep moving
- Keep skills up to date through guided self-learning and take responsibility for their own development
Training
You will work towards the Information Communication Technician apprenticeship standard, with training delivered by Solveway alongside your role.
Progression to 2nd-line support.
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- SOLVEWAY LIMITED
- Working Week
- Monday to Friday, 08:30 to 17:00. Full-time, 37.5 hours per week.
- Expected Duration
- 1 Year 3 Months
- Positions Available
- 1
- Closing Date
- Friday, 18th December 2026
- Start Date
- Friday, 18th December 2026
Desired Skills
- Communication skills
- IT skills
- Administrative skills
- Logical
- Attention to detail
- Problem solving skills
Qualifications
- English GCSE, grade 4 (Desired)
- Maths GCSE, grade 4 (Desired)
About the Employer
SWEETHAVEN COMPUTERS LIMITED
Sweethaven deliver secure and sustainable managed IT solutions for businesses and the educational sector across the South East of England. Sweethaven is part of the inTEC GROUP.