1st Line IT Apprentice
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Company: I.T. PROFESSIONAL SERVICES LIMITED
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Location: Chester Le Street, DH2 1AQ
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Type: Apprenticeship
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Salary: £18,000.00 per year
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Sector: Digital
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Ref: NAS-2000036986
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Application Deadline Date: 26/06/2026
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Start Date: 13/07/2026
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Positions Available: 2
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Working Week: The role will operate Monday - Friday on a two-shift rotation, covering 7.00am - 3.30pm and 10.30am - 7.00pm as required.
Brief Description
This role is ideal for someone starting their career in IT who has a genuine interest in technology, problem-solving, and helping people. The apprentice role will provide first-line support to users by answering calls, logging incidents and service requests, troubleshooting common issues, and escalating where required.
Training to be Provided
Remote learning, around 3 days per month.
Future Prospects
We have a clear track record of promoting apprentices into 1st Line Helpdesk roles on completion of their apprenticeship.
Vacancy Detail
- Answer incoming support calls in a professional and helpful manner
- Log, categorise and prioritise incidents and service requests accurately
- Provide first-line fixes for common user issues
- Follow agreed processes and knowledge articles to resolve tickets efficiently
- Escalate issues to the appropriate team when a first-line fix is not possible
- Keep users updated on the progress of their tickets
- Assist with basic event management activities, including reviewing alerts
- Maintain accurate records within the ticketing system
- Support the End User Team with day-to-day operational tasks
- Learn and develop technical knowledge through hands-on experience, training and mentoring
- Deliver good customer service and represent the Operations department positively
- Any other duties reasonably required by your line manager
Other Information
Essential:
- Educated to A-Level, T-Level standard or equivalent (we will accept predicted results)
- A keen interest in IT and technology
- Willingness to learn and develop new technical skills
- Good communication skills, both written and verbal
- Confident speaking to users over the phone
- A helpful, professional, and customer-focused attitude
- Good attention to detail when logging and updating tickets
- Ability to follow processes and instructions
- Basic problem-solving skills
- Reliable, punctual, and willing to work as part of a team
- No previous IT support experience required
- You must live within commutable distance of County Durham as this role requires you to be office based at least 3 days per week
Desirable:
- Basic understanding of computer hardware, including building, upgrading, or repairing devices
- Basic understanding of installing and configuring operating systems
- Familiarity with installing, updating, and removing common software applications
- Awareness of how to identify and respond to virus or malware-infected devices
- Ability to research technical issues and use online resources to help identify suitable solution