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IT Service Desk Engineer Apprentice

QA Apprenticeships
RG2 0NA, Reading
£21,255 per annum
Closing date
16 Jun 2023

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Technology, Telecommunications
Role Type
Apprenticeship, Advanced
Start Date
12-18 months

Job Details

Employer description:

Ultima Business Solutions is revolutionising the IT industry, and we want YOU to be a part of our game-changing team! If you're a proactive, customer-focused go-getter, excited to learn about all things tech …we’re a match!

At Ultima, we're not your average 'resellers.' We are a forward-thinking IT partner that empowers businesses to achieve more with less, and we make technology a positive asset for organisations. And here’s the best part: we’re making it our mission to build a diverse and inclusive workplace – supporting women in tech with our newly launched ‘Women in Tech initiative’, and creating a culture that believes in your potential, whilst offering competitive financial and ever-growing benefits packages.


As an IT Support Apprentice, you'll be at the forefront of our mission, providing friendly, professional, and efficient service to our valued customers. You'll have the opportunity to utilise your technical aptitude and exceptional customer service skills to deliver first-class technical support. We'll equip you with all the tools and knowledge you need to excel in this role, while also encouraging your growth and development.

The main role will be to deliver first class technical support using all tools available to resolve at FPC, striving to improve the team’s knowledge and service levels.


£21,255 per annum.


  • Dedicated mentor
  • Dress down Fridays
  • 21 days annual leave
  • Throughout the duration of the apprenticeship, you will receive accredited training through blended learning. This combines online technical training within a virtual classroom, as well as real-world and practical experience with Ultima
  • The certifications you gain are highly respected and globally recognised
  • The skills, knowledge and experience you will gain whilst on the programme are invaluable
  • Other benefits include giving you the best possible start in your professional career within the IT sector

Responsibilities [will include but not be limited to]:

  • Achieve and maintain set objectives and contribute to the team service-level agreements (SLAs)
  • Provide a high-class telephone service and meet call quality expectations
  • Utilise in-house ITSM tool to accurately and appropriately record and manage tickets
  • Look to drive continuous improvement to team processes and procedures
  • Review, improve and share knowledge to enhance existing knowledge base
  • Operate efficiently in a team environment
  • Work effectively and efficiently under pressure in busy periods
  • Exceptional time management and punctual in attendance

Desired qualities, skills and knowledge: 

  • Excellent levels of both written and verbal communication skills
  • Ability to organise and plan to ensure all deadlines are met
  • Possess excellent problem-solving skills
  • An interest in IT is mandatory
  • Ability to work to apprenticeship learning timelines i.e. coursework submission

A basic understanding of: 

  • MS Office Suite, 2013, 2016, 0365
  • Ms Office admin
  • Google G Suite
  • G Suite admin 

Entry requirements:

  • 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
  • GCSE Maths and English (or equivalents) at grades 3+ (D or above)
  • Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

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. 

For more information please visit the UK ENIC website.

Working week: 

Monday to Friday, shift pattern. 37.5 hours per week. All details will be confirmed upon interview.

Future prospects: 

  • Progression onto Level 4 
  • Full time role 

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.

So, what are you waiting for? Submit your details and let’s start chatting about your future career!


QA Apprenticeships is the first Ofsted 'Outstanding' rated IT apprenticeships provider, as well as 3-time consecutive winner of Apprenticeship Programme of the Year (2012, 2013 and 2014). According to Ofsted, we deliver "world-class" apprenticeship programmes with "exceptionally well qualified" staff. Most of our apprentices "deliver a high standard of work for their employers and exceed expectations, often finding better ways of working and reducing costs".

Why choose QA Apprenticeships?

  • The first IT apprenticeships business rated Ofsted Outstanding
  • 100% of QA apprentices have jobs from day one of their 12–14 month apprenticeship programmes
  • 94% of QA apprentices secure permanent employment after completing; this is 20% higher than the national average (National Apprenticeship Service 2012)
  • We have won the coveted Apprenticeship Programme of the Year award for three consecutive years at The Learning Awards 2012, 2013 & 2014
  • Leading apprenticeship partner for Microsoft, Oracle, HPE, Cisco and Association of Project Management


Find Us
Rath House 55-65 Uxbridge Road

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