6 of 6 Apprenticeship ITSM Jobs in the UK

Incident and Service Request Management: · Respond to and resolve incoming incidents and service requests via phone, email, or ticketing system. · Log all incidents accurately and in detail within the ITSM system, ensuring complete records of actions taken. · Perform initial diagnosis and troubleshooting for networking issues (e.g., connectivity, DNS, DHCP) and Microsoft environments (e.g., Office 365, Active Directory). Networking Support More ❯

your own skills in a supportive environment. A Typical Day in the Job: Acting as the first point of contact for IT issues, logging and managing tickets through the ITSM system. Providing first-line technical support to users via phone, email, chat, and self-service portals. Troubleshooting and resolving hardware, software, and network issues within your skill level, escalating where More ❯

CompTIA A+ (IT support and maintenance) Cisco Certified Network Associate (CCNA) (Networking) Microsoft Certified Solutions Associate (MCSA) (Microsoft technologies) Certified Information Systems Security Professional (CISSP) (Cybersecurity) ITIL Foundation (IT service management) Google IT Support Professional Certificate (entry-level IT support skills) Transferable Experience: Even if there’s no role at the school, you’ll have gained: Level 3 Digital Support More ❯

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 More ❯

access controls, user permissions, and patching to keep systems secure and up to date. Use RMM tools to monitor, detect, and resolve technical issues. Log and track incidents via ITSM/ticketing systems (e.g., ServiceNow, Jira, Freshdesk, Zendesk). Document fixes, procedures, and updates in knowledge bases (Confluence, SharePoint, wikis). Communicate with colleagues and users via collaboration tools (Teams More ❯

2nd line level incidents, ensuring timely escalation when necessary. Maintain high levels of call ownership, ensuring incidents, changes, and service requests are resolved efficiently and aligned with SLAs Utilise ITSM tools to track and update incidents, keeping stakeholders informed on progress Ensure compliance with processes and procedures to deliver high-quality service Monitor alerts, raise calls, and manage operational tools More ❯