Summary
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.
What you will do at work
- 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
Training
The programme integrates live and online workshops with self-paced learning, employing a guided discovery approach for individual learner contexts.
Learners are assigned a Digital Learning Consultant (DLC) for personalised coaching and support. These specialists ensure their successful progress, well-being, and readiness for assessments.
Requirements and skills
Skills
- Communication skills
- IT skills
- Problem solving skills
- Team working
Qualifications
- GCSE 3 of any subject (4+ (A* – C)) – essential
- GCSE Maths & English (3+ (D or above)) – essential
About this employer
Connect Systems is an IT support and managed services company. They provide technology infrastructure and services.
After this apprenticeship
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.
Things to consider
Passing a Disclosure and Barring Service (DBS Check).
A car driver is essential.
Employee benefits
- 20 days holiday + bank holidays
- Pension
- Free parking
- Tech and Cycle to work scheme