It Level 3 Apprenticeship - Everything Tech Group

About the role

IT Service Desk Support Apprentice 🚀

What's the mission?

You'll be the first point of contact for all our customers, tackling their IT challenges head-on! 🛠️ From hardware hiccups to software struggles, you'll be solving problems and keeping things running smoothly. We're all about awesome customer service, hitting our targets, and being a rockstar member of the Service Desk Team. 🌟

Your main quests:

• Be the ultimate pro first point of contact for everyone. 👋
• Deliver top-notch, proactive IT support.
• Log and understand every support request and incident across all channels in Autotask. ✍️
• Chase down resolutions for customers until they're sorted or we need to call in the cavalry. 🕵️
• Serve up exceptional customer service and aim for that instant fix! ✅
• Know when to escalate trickier issues to our seasoned techs.
• Own your workload like a boss, crushing your ticket targets and SLAs. 🎯
• Smash those Service Desk KPIs and Service Level Agreements.
• Stick to all the Service Desk and company processes like a ninja. 🥷
• Perform maintenance on our systems. 🔧
• Get customer hardware and software prepped for exciting project rollouts.
• Keep Autotask updated with all your awesome activity, notes, and knowledge-sharing. 🧠

What you bring to the table:

• A genuine passion for all things IT.
• A solid grasp of PCs, servers, email, phones, and backups. 🌐
• A positive and can-do attitude. ✨
• You're a hard worker, self-starter, and can handle the heat. 🔥
• A hunger to level up your tech and customer service skills. 📈
• Killer communication and people skills. 🗣️
• Epic time management and prioritization abilities. ⏳

Your starting gear:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject.
• GCSE Maths and English (or equivalents) at grades 3+ (D or above).
• *Please note: You can't have a qualification at the same or higher level in a similar subject already.*

Got experience instead? We're keen to hear from you!

If you have relevant qualifications or work experience that shows you're ready to jump in, you could still be a great fit. We consider combinations of experience and qualifications that prove you have the foundational skills needed. International qualifications? Just provide an official document comparing them to UK standards. 🌍

Your schedule:

Monday to Friday, 9:00 am - 5:00 pm. ⏰

The perks of joining us:

• Employee of the Month rewards! 🏆
• A super friendly, supportive, and tight-knit team. 🤗
• No stuffy corporate ladder – your voice matters here! 📢
• Awesome recognition and rewards for your achievements.
• Bonus schemes that share in our success. 💰
• Flexible working options. 🤸
• Loads of training, development, and career growth opportunities. 🌱
• We're invested in your wellbeing – mind and body. 🧘
• A company that truly values and invests in you.
• Annual awards with amazing prizes. 🏅
• The "Wheel of Achievement" for fun, instant prizes! 🎡
• Team socials and a well-stocked office beer fridge. 🍻

Future you:

Boost your salary to £22k upon successful completion of your IT apprenticeship, with plenty of room for career advancement! 🚀

We're all about Diversity & Inclusion:

We believe that a diverse workforce makes us stronger and happier. We celebrate our differences and welcome everyone, regardless of age, gender, ethnicity, sexual orientation, religion, or ability. You'll be accepted for who you are. ❤️

Ready to apply?

Click the apply button to learn more and submit your application. P.S. Applications might close early, so don't wait! 😉

Key responsibilities

• Act as the first point of contact for IT support inquiries.
• Provide proactive first line IT support to customers.
• Record and manage support requests and incidents on Autotask.
• Deliver exceptional customer service aiming for first-time resolution.
• Escalate complex issues to experienced technicians after initial assessment.

Skills