It Service Desk Level 3 Apprenticeship 2026 - Prolinx
QA Limited · South West · SN6 8TY
About the role
IT Service Desk Apprentice 🚀
Are you ready to kickstart your IT career and become a tech hero for our users? We're on the hunt for a proactive and customer-obsessed IT Service Desk Apprentice to join our 24/7/365 support crew! 🦸♀️🦸♂️ This isn't just a job; it's your chance to dive into the fast-paced world of IT, troubleshoot like a boss, and keep our systems running smoothly, day or night. If you're a problem-solver who loves tech and making people's lives easier, this is your moment! ✨
What You'll Be Doing:
- Be the first point of contact for all things IT – via phone, email, or our ticketing system. 📞📧
- Tackle and fix issues with operating systems, apps, printers, networks, and more. 💻
- Keep our support system updated with every ticket and solution – accuracy is key! 📝
- Help build awesome knowledge base articles and user guides so everyone can be a tech whiz. 📚
- Keep users in the loop about their open issues with clear, friendly updates. 🗣️
- Know when to escalate tricky problems to the right teams. ⬆️
- Keep an eye on system alerts and perform checks to ensure everything's running like a dream. 👀
- Team up with other departments and IT pros to solve big challenges. 🤝
- Follow the rules of IT service management (SLAs, ITIL) like a pro. ✅
- Deliver top-notch customer service with a smile, keeping user satisfaction sky-high! 😊
- Always follow Prolinx Security Policies to keep us all secure and compliant. 🔒
Bonus Points If You Have:
- A curious mind for engineering tools, coding, or other cool tech. 🤓
- Experience with Microsoft 365, VDI, or tools like Teams and SharePoint. ☁️
- A burning desire to learn and level up your tech skills. 🔥
- Hands-on experience with ticketing platforms like ServiceNow or Jira. 🖱️
- The ability to smash it solo and as part of an epic team in a fast-paced environment. 🏃♀️🏃♂️
- Amazing communication skills, able to explain techy stuff to anyone. 💬
- Sharp problem-solving skills and the knack for fixing hardware and software hiccups. 🛠️
- A genuine passion for customer service and solving problems fast. ⚡
- A UK driving licence (it's a must-have!). 🚗
What You'll Need to Get Started:
- 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject.
- GCSE Maths and English (or equivalents) at grades 3+ (D or above).
- Important: You shouldn't already have a qualification at the same or a higher level in a similar subject.
- Got a mix of qualifications and experience that show you've got the basics? You might still be a perfect fit!
- If your qualifications are from outside the UK, please provide official proof of how they compare to UK standards when you apply.
Your Schedule:
- 9 am - 9 pm, working a 4-on, 4-off shift pattern with 12-hour days. 🗓️
Perks & Benefits:
- Pension Scheme: Get a generous pension plan with up to 10% company contributions. 💰
- Electric Car Salary Sacrifice Scheme: Go green and snag an electric vehicle through salary sacrifice. ⚡🚗
- Annual Learning Credits: We've got funds for your continuous professional development every year. 🎓
- Company Bonus Schemes: Performance-based bonuses are up for grabs! 🏆
Your Future Starts Here:
- 90% of QA apprentices secure permanent jobs after finishing! That's 20% higher than the national average! 🌟
Ready to Apply?
Hit that apply button to find out more and submit your application. Psst... we might close applications early, so don't wait! 😉
Key responsibilities
- Serve as the primary point of contact for all IT-related inquiries and incidents.
- Troubleshoot and resolve issues related to operating systems, applications, and networks.
- Document all support requests and resolutions in the ticketing system.
- Prioritise and escalate unresolved issues to other support teams as necessary.
- Monitor IT services and ensure adherence to IT service management best practices and security policies.