Technical Support Apprentice

Bowcliffe Hall, Wetherby, LS23 6LP
£15,000.00 annually
05 Apr 2019
01 Oct 2019
Role Type
Apprenticeship, Higher
Start Date
To provide 1st line (helpdesk) technical support to internal & external customers, assisting them with hardware and software problems via phone, email or onsite. This will include 1st line / basic product questions on our core and bespoke products.

Your duties and responsibilities in this role will consist of:
  • To provide technical support; answering support queries either onsite or via phone or email
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • To take ownership of user problems and be proactive when dealing with user issues.
  • To log all calls on the call logging system and maintain full documentation
  • Respond to enquiries from clients and help them resolve any hardware or software problems
  • Maintain a log of any software or hardware problems detected
  • Support users in the use of Computer equipment by providing necessary training and advice
  • To allocate more complex services issues to the relevant IT Support member
  • Too arrange for external technical support where problems cannot be resolved in house
  • Work with 3rd party IT teams

Requirements and prospects

Desired skills

  • Relevant 1st line / Helpdesk support experience
  • Knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (XP / Vista / Windows 7/8/10 and Windows Server 2012-2019)
  • Experience using and troubleshooting Microsoft Office (MS Word, Excel, Outlook and PowerPoint)
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation)
  • Basic understanding of PC hardware set-up and configuration
  • Excellent telephone manner and face to face communication skills
  • MCP certification and experience of Office 365, Qlik or Netsuite would be beneficial, but not essential
  • Strong problem-solving skills and resilience

Personal qualities

  • Good communication skills
  • Great telephone manner
  • Practicalapproach and enthusiasm for learning
  • Flexible, pro-active approach
  • Responsible and hard working
  • Ability to work both individually and in a team to solve problems head-on
  • Ability to work to tight deadlines

Desired qualifications

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

Future prospects

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

Things to consider

Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week). For more information please visit:

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