Helpdesk Support Agent Apprentice
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Company: FREESTYLE IT LTD
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Location: HOOK, RG27 9GR
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Type: Apprenticeship
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Salary: £18,500.00 per year
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Sector: Digital
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Ref: NAS-2000045117
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Application Deadline Date: 28/08/2026
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Start Date: 07/09/2026
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Positions Available: 1
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Working Week: Monday to Friday, 09:00 to 17:30.
Brief Description
This is an excellent opportunity for someone looking to begin or develop a career in IT support while completing a Level 3 Information Communications Technician Apprenticeship through the Support Technician Pathway.
Training to be Provided
- Training is mixture of online remote training and face to face
Future Prospects
- Opportunity to progress to higher level qualifications
Vacancy Detail
- Answer incoming support telephone calls in a professional, friendly, and confident manner
- Act as a first point of contact for customers and end users experiencing IT issues
- Communicate with users through telephone calls, email, and the helpdesk ticketing system
- Listen carefully to users, ask appropriate questions, and gather the information needed to understand and diagnose their issue
- Provide clear instructions and guide users through troubleshooting steps
- Maintain a calm, helpful, and professional approach when supporting users with different levels of technical knowledge
- Manage customer expectations by providing regular and accurate updates
- Follow up with users to confirm that issues have been resolved successfully
- Deliver a consistently high standard of customer service during every interaction
- Log all support requests accurately within the helpdesk ticketing system
- Record relevant information, including the issue, affected user, device, troubleshooting completed and resolution provided
- Categorise and prioritise tickets in line with agreed processes and service levels
- Monitor assigned tickets and ensure they are progressed within appropriate timescales
- Resolve common Level 1 support issues using documented procedures and troubleshooting techniques
- Escalate more complex or high-impact issues to senior support engineers or the appropriate technical team
- Maintain ownership of tickets where appropriate and keep users informed throughout the support process
- Ensure completed tickets contain clear resolution notes before closure
- Identify recurring issues and raise them with the Helpdesk Manager or senior members of the team
- Follow documented troubleshooting processes and contribute to the development of new support documentation
- Provide basic first line support across hardware, software, and different applications packages
Other Information
- Public transport is not good for this employers location