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Job Reference



Paying up to £12,000


IT Support & Networking

Job Type




IT Service Desk Apprentice

Our Client represent a young, dynamic and growing business in which to forge a career. Established in 1997 the company has a strong heritage in delivering industry leading technology services across the South East. Averaging 23% growth year on year, since its inception, the company enjoys low staff and customer churn rates coupled with an aggressive acquisition and growth strategy, offering management a challenging and rewarding environment to work in.

The company is passionate about technology and has a clear and concise vision – to become the largest and most influential technology partner for small to medium sized businesses in the South East. They are on key vendor Partner Advisory Council’ and have a direct influence over key technology trends, regularly attending councils and conferences across the globe (Microsoft, HP, VMWare, Sophos, Dell / Dell SonicWALL, Avaya to name a few).

If you are passionate about people and technology, need to be challenged and have a “work hard, play hard” work ethic, then please read on.

Reporting directly to the Service Desk Team Leader this position encompasses the delivery of 1st line remote support and triage services for all contracted and non-contracted clients. This position requires clear communication, co-ordination and time management to ensure clients expectations and contractual obligations are maintained

The ability to work logically and maintain control whilst under pressure and make firm decisions based on common sense and judgement in difficult situations is paramount.


  • Delivery of 1st line remote support services to contracted and non-contracted customers
  • Triaging incidents and service requests that are logged by all customers, either by phone, email, live chat or portal
  • Ensuring all incidents and service requests are logged into ITSM package
  • Ensuring all SLA obligations are met in delivery of above services
  • Ensuring any incidents or service requests that cannot be fulfilled in a timely manner are escalated to appropriate team/s (see latest guidelines)
  • Implementation and / or fulfilment of remote service requests and installations when required
  • Recommendations of relevant improvements, new technical procedures, products or services to line management
  • Running of the “workshop.” This includes reloading of machines operating systems, and hardware diagnostics



To be an IT Service Desk Apprentice you will need to be a tech enthusiast with 5 GCSEs (A* – C) including Maths and English.

This company are looking for someone with these skills and personal qualities.


  • Excellent communication and customer service skills, both oral and written.
  • Excellent multi-tasking and organisation skills.
  • Ability to manage and prioritise own time and work to tight service metrics.
  • Work as part of multi-disciplined teams and collaborate effectively.
  • Excellent team work ethic. Work hard, play hard.
  • Basic knowledge of IT support and PC builds

Personal Qualities:

  • Adaptability and flexibility
  • Professionalism
  • Positive attitude and energy
  • Mature, calm person
  • Ideal knowledge to instil confidence in a customer as a first point of contact to the support desk.
  • Ideal ability to resolve typical 1st line queries such as (but not limited to):
    Password resets / user account administration
    Desktop / PC related issues (including reloads and hardware troubleshooting in workshop)
    Basic server or network troubleshooting
    Basic Office 365 administration
  • Ideal basic knowledge of industry on premise infrastructure, desktop, server, datacentre, compute, storage, networking, connectivity, virtualisation and security solutions.
  • Ideal basic knowledge of industry cloud technology, Office 365, Azure, Private Cloud
  • Ability to engage with more technical engineers convincingly.
  • Awareness and interest of current and future technologies
  • Able to drive since you will occasionally be required to travel in the South East. The business is also moving locations to Basildon next year

Sound like you? Then send us an application and we will let you know if you are suitable for this position, or one of the other Apprenticeships we have available.



This 14-month Apprenticeship has a salary of £12,000 per year. You will also receive full training and support from the Just IT Apprenticeship team to increase your skills.

Your training will include gaining internationally recognised Level 3 IT qualifications

Bonus potential

10% of chargeable work completed

(EG £100 per hour = £10 bonus. Calculated and paid monthly)

Car policy

Business miles mileage claim (45p per mile) for mileage outside of regular commute

Tech and digital professionals in London earn an average salary of £52,500 per year, so this Apprenticeship could be the start of a very promising and profitable career.


Over 90% of our Apprentices move on to permanent full time employment in the tech industry. There are also opportunities to extend your training with a higher level Apprenticeship programme. Just IT have already helped over 1000 people kick-start their tech and digital careers with an Apprenticeship.


Apply now to Just IT and we will review your application. If you are suitable for an Apprenticeship we will be in contact to discuss this opportunity.