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Service Desk Technician Apprentice (TCS Computer Services Limited)

Estio Training
DA1 1DZ, Dartford
£5.28 per hour - Apprenticeship Minimum Wage
Closing date
12 Dec 2023

View more

Role Type
Start Date
18-24 months

Job Details

Level 3 Information Communications Technician

Weekly Hours Worked: 40 hours – shift pattern  

About the company:

TCS Computer Services Limited (TCS) are an IT Services Provider who offer a wide range of services across ICT including Web Hosting, Telephony, Cloud Computing, Training, Managed Services, Database Development and more. TCS have an exciting opportunity to join our small performance driven team who pride ourselves on efficiently delivering results for our customers. If you take pride in your work, enjoy working in a fast-paced environment and learning new skills, we would love to hear from you.

Brief job description:

Estio Training have an exciting new opportunity for a Service Desk Technician Apprentice with TCS Computer Services Limited (TCS), an IT Services Provider based in Dartford.

Job Description:

Our Service Desk Technician is our eyes and ears, but also the voice of TCS to our clients. They provide our first point of contact and often resolve 95% of our tickets by providing technical customer support and troubleshooting services to end-users. Writes Knowledge Base Articles and user training manuals.

Your duties and responsibilities in this role will consist of:

  • Data Entry as required to support business needs.
  • Determining the best solution based on the issue and details provided by customers.
  • Direct unresolved issues to the next level of support personnel.
  • Follow-up and update customer status and information.
  • Identify and suggest possible improvements on procedures.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Serving as the first point of contact for customers seeking technical assistance over the phone, email of Service Desk.
  • Understanding of Data Protection.
  • Walk the customer through the problem-solving process.


  • 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Skills Required:

  • Service Desk.
  • Microsoft Operating Systems.
  • Microsoft 365 Administration.
  • Microsoft Office Applications.
  • Hardware.

Desirable skills

  • MAC Operating Systems.
  • Information Leader Administration.
  • Information Leader End User.
  • Usecure Administration.
  • Password and Document Management.
  • ITIL Foundation.
  • Sentinel One.
  • DNS Filter.
  • VoIP Cloud Partner.

Personal qualities:

  • Proven experience as a Service Desk Technician or other customer support role.
  • Tech savvy with working knowledge of office automation products, databases and remote control.
  • Good understanding of computer systems, mobile devices and other tech products.
  • Proficiency in English.
  • Excellent communication skills.
  • Customer-oriented and cool-tempered.

Desirable skills

  • Ability to diagnose and resolve basic technical issues.


  • Parking space when available.
  • Company Pension Scheme.
  • 25 days holiday rising to 30 over next five years (excluding bank holidays).

Future prospects:

The role offers long term security and the opportunity to progress into a permanent position.

Training to be provided:

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

  • Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
  • Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
  • Prioritise systems support tasks and monitor and maintaining system performance.
  • Maintain regulatory, legal, and professional standards.
  • Support the information systems needs for your business.

For a full list of programme modules visit:


We are an IT and Digital apprenticeship provider, specialising in bringing high quality training to digital apprenticeships across England. We offer level 3 and 4 apprenticeships in IT, Software Development, Software Testing, Cyber Security, Data Analysis, Digital Marketing and Business Analysis.

We bring people together: we partner with employers to create digital apprenticeship opportunities, and work hard to find the talent to fill these roles.
We bring new skills to the nation: our trainers have all worked within the industry, so they’re the best people to transfer the skills you need.

We help you start your dream career: our digital apprenticeships provide you with the skills and qualifications, as well as the experience, you’ll need to kickstart your career in an industry you love

Company info
01133 500 333
Estio Training
Leeds House
2 New Lane
LS11 5EB

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