IT Service Desk Apprentice

This vacancy is now closed


Employer description: 

JELD-WEN, founded in 1960, is one of the world’s largest door and window manufacturers, with more than 22,000 employees operating in 24 countries globally. 

Headquartered in Charlotte, North Carolina, JELD-WEN designs, produces and distributes an extensive range of interior and exterior doors, wood, vinyl and aluminium windows and related products for use in the new construction and repair and remodelling of residential homes and non-residential buildings. 

Our products and services afford us the opportunity to enter peoples’ workplaces, homes and daily lives. With this privilege comes great responsibility to ensure that the products we deliver are reliable and enrich the places and lives that they touch. We bring beauty and security to the spaces that touch our lives. 

Region Overview: 

Within Europe we have over 30 facilities across 17 countries, with 7000+ employees.

Our vision is to inspire our customers through leading brands, great service, innovative new products and solutions (leveraging the full JELD-WEN portfolio), while significantly enhancing our Ease of Doing Business built on operational excellence. 

Role Summary: 

  • You will be responsible for all first line IT incidents, service requests questions and support calls from a user community spanning Europe. 
  • You will provide a service to the user community which engages with them as part of the business as well as meeting if not exceeding agreed service levels.
  • You will create, monitor and manage tickets, will help MSC team to resolve them if possible, according to KB, or if you cannot do so assign the ticket to other members of the IT team across Europe.
  • You will coordinate ticket assignment across the MSC team and will continuously check prioritisation and work on assignment optimization processes together with MSC Team Manager. 


This role offers the unique opportunity to develop your IT support skills within a company who is currently embarking on an exciting digital transformation. 

You will have an individual development plan in place to support your professional development along with gaining the practical skills, whilst working towards QA's ICT Level 3 Cloud Support Apprenticeship Standard. 

Critical Performance Objectives: 

  • Send first replies on new incidents during first 1hr.
  • Make sure that new requests not standing longer than 24hrs
  • Periodically update KB (Knowledge Base) and SOPs (standard operation procedures) 

Key Accountabilities:

  • To live by the JELD-WEN Values
  • Creating and maintaining Helpdesk IT tickets using the Service Now system
  • Taking calls and delivering first fix resolution of IT incidents and service requests
  • Monitoring of all European unassigned tickets, set prioritization and assign those across the MSC Team
  • Working on Knowledge Base content
  • Periodic feedback requests from the users for continuous teamwork analysis
  • Periodic review of team members support filters, to cover current requests and to get a proper visibility of supported regions
  • Coordinating within an MSC team that all needed tools are available, including hardware and software
  • Assignment of tickets to IT teams across Europe as required 

Key contacts: 

Key contacts for this role include:

  • IT Service Desk Manager, Europe
  • MSC Team, Europe
  • IT Operations Manager, Europe
  • IT Operations Team, Europe

What we are looking for: 

Behavioural Competencies:

  • Positive ‘can do’ attitude
  • Hardworking and motivated
  • Reliable
  • Willingness to be trained and developed
  • Creative and enthusiastic individual who is passionate about developing a career within IT support
  • Demonstrates respect and integrity towards others 

Desirable skills and experience:

  • Excellent communication skills
  • Clear and concise written skills
  • Organised and the ability to manage own time
  • Creative skills for contributing new and innovative ideas
  • Computer literate to a high standard, with good Microsoft Office skills
  • Strong team worker who will contribute to our 'one global team' culture
  • Attention to detail

Language skills:

  • Must be fluent in both written and spoken English 

Entry requirements: 

You need to have 5 GCSE’s:

  • Maths and English (or equivalents) at grades D or above
  • 3x GCSE’s grade A-C in any other subject

You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship. 

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

Find out more here:

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.