Job Description

Please be advised this is a Level 3 apprenticeship opportunity. If you have a ICT related qualification at a Level 3 or higher, or if you have extensive experience in a ICT related role, we cannot accept your application.

Role:

Help Desk Apprentice

Location:

Derby

Salary:

17,000 p/a (rising to 19,000 upon passing probation)

Start Date:

October 2025

Hours:

Monday - Friday (9am - 5pm) / 37.5 hours

If you are passionate about IT and looking to start, change, or develop your career, this is the perfect opportunity for you. We have a career-launching position available with a well-established, national IT Solutions business based in Derby. This company is renowned for its wholesome culture and strong emphasis on development and progression.

Key Responsibilities:

As a

Help Desk Apprentice

, you will be the entry point for all requests and tickets, while also working closely with other Service Desk Analysts to provide a cohesive experience for clients.

You will be required to update customers on all stages of support calls, from logging, research, action plan, escalation to resolution and if required timely escalate.

During your 17-month apprenticeship you will be provided with the tools you need to succeed within the role and develop soft skills as well as technical skills. Provide the client facing interface for all support queries Co-ordinate all support queries and requests Maintain knowledge base for all encountered issues Update clients on all stages of support calls, from logging, research, action plan, escalation to resolution Publish client facing technical information such as best practice guides, FAQ's, etc. Provide reports and statistical analysis on issues reported and resolved for use by account management teams and technical teams Provide a feedback loop to delivery and consulting teams for issues arising during project deployment Providing a point of contact and administration for in-house IT systems Working to daily targets based around support queries Ad hoc duties are required

Qualities & Skills Required:

Communication skills IT skills Attention to detail Organisation skills Customer care skills Problem solving skills Analytical skills Logical Team working Creative Initiative Patience

Knowledge Skills & Behaviours Developed In The Role:

Gain hands-on experience in Service Desk operations and become an effective team member within a large tech business Develop technical skills while building strong communication abilities Learn how

to deliver outstanding customer service to customers

Opportunities Post Completion of Apprenticeship:

There is a full-time role available to apprentices who show a willingness to progress and develop. There are many different specialisms, such as networking, security, technical sales etc, and you will have opportunity to explore these as possible progression pathways upon completion of your apprenticeship.

Benefits:

Life assurance (4x salary) Annual salary review Private medical cover Holiday buy back entitlement (up to 5 days) Sick pay entitlement 26 days holiday + Bank Holidays (incl. birthday) Long service awards Employee discounts Employee Assistance programme/virtual GP

We want to develop and maintain our apprentices with the business. At the end of the apprenticeship there will be the opportunity for your role to become permanent within the business and to play a key role to its continued success.

A creative, friendly and enthusiastic person. Quick to pick things up you will enjoy learning new things and be confident in asking questions and suggesting solutions. You are someone that is happy either working independently or as part of a team.

#INDDE

Job Types: Full-time, Apprenticeship

Pay: 17,000.00 per year

Application question(s):

How will you travel to the office each day and what will your commute time be? Describe your experience with technology and IT hardware and how that might be transferable to this role.
Work Location: In person

Reference ID: N4