IT Service Desk Apprentice

• 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

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.

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

Passing a Disclosure and Barring Service (DBS Check).

A car driver is essential.

• 20 days holiday + bank holidays
• Pension
• Free parking
• Tech and Cycle to work scheme

Connect Systems is an IT support and managed services company. They provide technology infrastructure and services.