IT Service Desk Apprentice

Are you're tech-savvy, curious, and ready to make a real impact? As an IT Service Desk Apprentice, you’ll be the first point of contact for customers, solving technical challenges and keeping businesses running smoothly. This is more than just answering calls; it’s about learning the ropes of IT support in a hands-on, fast-paced environment.

The IT Service Desk Apprentice will be responsible for the following duties:

• Report to the Service Desk Lead
• Complete all apprenticeship work in line with standards
• Attend and complete off the job training and record appropriately
• Complete all your learning activities, assignments, and exams
• Take part in regular progress reviews with employer and training provider
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Ensure all issues are properly logged in line with company procedures
• Prioritise and manage several open issues at one time

• IT skills
• Customer care skills
• Problem solving skills
• Proficiency in English
• Excellent communication skills
• Cool tempered
• Tech savvy

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