Help Desk Support Apprentice

Provide day-to-day IT support so colleagues and customers can keep working without interruption.

You will work towards the Information Communication Technician apprenticeship standard, with training delivered by Solveway alongside your role.

Progression to 2nd-line support.

Provide day-to-day technical support to colleagues or customers by phone, email, chat or in person
Talk people through the steps to fix issues or set up systems, keeping them informed and escalating where needed
Prioritise IT issues in line with customer service level agreements
Investigate and diagnose IT problems and faults using the organisation's troubleshooting methods and tools
Use the right tools and technologies to resolve technical issues
Test hardware and software using appropriate testing methods
Install and configure software and hardware, for example mobile apps, printers, projectors, scanners and cameras
Support the roll-out of upgrades, new systems or new applications
Follow the organisation's security policies when carrying out IT tasks
Administer security access and permissions for people, for example password resets, escalating where necessary
Document tasks and escalate appropriately so there is a clear audit trail and issues keep moving
Keep skills up to date through guided self-learning and take responsibility for their own development