1st Line Service Desk Apprentice

This vacancy is now closed


Employer description:

Here, you’ll be working for a Business that supports Retailers and Brands to drive growth, market share and ROI, ultimately to achieve excellence at the point of purchase. We collaborate with clients to deliver retailer support strategies with the aim of improving distribution channels, cost efficiency strategies, availability, visibility and compliance to drive retail sales.

In the ever changing and fast-paced retail industry, it has never been more important to adapt approach. Aiming to not only drive sales, but to also maximise efficiencies within retail process or strategy, with the overall objective of improving the shopper experience. 


As an apprentice, you’ll provide 1st line IT support (Fix) to end users, interpret customer requirements and provide advice and support on potential solutions to resolve IT related issues as they arise.

The long term goal to provide 2nd and 3rd line support to end users.

Main responsibilities:

  • Assigning tickets to support queues
  • Carry out 1st line support duties
  • 1st line support via voice, email or chat
  • Remote support to end users devices
  • Maintain self-service portal knowledgebase, adding and updating as required
  • Maintain asset registry, update asset locations and disposals and add new assets
  • Liaise with 2nd, 3rd line and external support channels as necessary
  • To play a part within the IT team to achieve and exceed agent and team SLA’s
  • Be aware of and understand the departmental and business targets; and the role that you play in their delivery
  • The job holder recognises the role team work has in the Company’s success and contributes to this through displaying enthusiasm, co-operation and flexibility; treating others the way they would wish to be treated themselves
  • Communicate and promote “Core Values” and business objectives within the team
  • Responsible for own personal development
  • Promote a positive Health and Safety culture in line with Safety First principles

Desired skills, qualities and experience:

  • Basic IT skills covering Active Directory, Hyper-V, Powershell, Terraform, Ansible, Windows 10 desktop, Android tablets, mobiles, email, printing and networking
  • Excellent communication skills
  • Good telephone manner
  • Patience and understanding when communicating with users
  • Time management skills
  • Ability to work alone and unsupervised and prioritise work according to business needs
  • Analytical skills & problem solving
  • Being able to work as part of a team in a professional, responsive and effective manner
  • Self-motivation
  • Good documentation skills
  • An understanding of Azure, O365 and G-Suite would be an advantage

Desired qualifications:

  • 5 GCSE’s, grades A*-C/9-4 or equivalent (including English Language and Maths)

Important Information:

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.