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The IT Service Desk Apprentice role exists to get clients working again quickly, taking first contact on support requests, triaging them accurately and resolving common issues first time. The role owns its service desk tickets, SLA compliance, ticket triage, 1st line troubleshooting, and billable hours.

You will demonstrate the following behaviours:

• Client-first — treats every ticket as a person who cannot work and communicates accordingly

• Ownership — sees a ticket through or hands it off cleanly; nothing is left in limbo

• Disciplined — records time, notes and documentation as the work happens, not afterwards

• Curious — looks for the root cause rather than repeating the same fix

• Team player — shares knowledge freely and asks for help before an SLA is at risk

Responsibilities:

• Work tickets from the service board in priority order, with full notes and accurate time entries

• Keep clients updated at every stage and confirm resolution before closure

• Be the first point of contact for all client tickets, providing first contact resolution where possible

• Liaise with clients, internal staff and third parties to deliver a consistent service

• Triage incoming tickets — categorise, prioritise and assign or resolve — in line with the triage process

• Capture the right information first time so that escalations do not bounce back

• Resolve common issues first time — passwords, Microsoft 365, printing, endpoint and user set-up

• Escalate to Tier 2 promptly when a ticket is beyond 1st line or at risk of SLA breach

• Meet response and resolution SLAs on every ticket assigned

• Encourage SmileBack responses and act on feedback

• Ad hoc site visits or onsite engineer cover may occasionally be required, where you will be expected to represent the company professionally

• Continuously build knowledge across the software and hardware technologies the team supports

• Develop internal documentation as required

• Work with the Service Desk Manager to develop internal processes

Desirable skills:

• Previous experience providing technical support in a Service Desk environment

• Previous experience working for an MSP ideal but not essential

• Customer service experience

• Some exposure to Microsoft 365

• Proven interest in IT

• Excellent time management and written and verbal communication.

The entry requirements for this programme are as follows:

• 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 in a similar subject

Working hours: 8am - 5pm or 9am - 6pm

Benefits:

• 20 days holiday + bank holidays

• Pension

• Free parking

• Tech and Cycle to work scheme

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

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!