IT Service Desk Apprentice

Prolinx are industry leading experts at delivering innovative cloud solutions to Defence, National Security, Government, Academia and Industry and their partners where seamless connectivity and collaboration is the key to enabling secure data driven success.

We are seeking a proactive and customer-focused apprentice to join our team in providing 24/7/365 support for end users. The ideal candidate will be responsible for delivering high-quality technical support, troubleshooting and resolving IT issues, and ensuring minimal downtime for our users, no matter the time of day.

This is an exciting opportunity for someone who thrives in a fast-paced environment and is dedicated to ensuring the optimal performance of IT systems and services. This is typically an entry-level position, suitable for someone who has recently graduated or are early into their IT career, typically working under the direct supervision of more senior engineers.

Responsibilities

Serve as the primary point of contact for all IT-related inquiries and incidents from end-users via phone, email, or ticketing system Troubleshoot and resolve issues related to operating systems, applications, printers, networks, and other IT-related tools Document all support requests and resolutions in the ticketing system, ensuring accuracy and completeness Contribute to the development of internal knowledge base articles and user guides to improve self-service and troubleshooting Communicate with end-users to update them on the status of open issues and provide clear instructions for resolution Prioritise and escalate unresolved issues to other support teams as necessary Monitor system alerts and perform routine checks to ensure IT services are running optimally Collaborate with other departments and IT teams to resolve complex issues and improve service delivery Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines Provide excellent customer service, maintaining a professional demeanor and ensuring high user satisfaction The entry requirements for this programme are as follows: 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 in a similar subject Working hours : This role requires the ability to work in a 24/7/365 rotational shift pattern, including nights, weekends, and public holidays. Flexibility and a positive attitude are essential for succe...

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