1st Line Service Desk Agent Apprenticeship Programme
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Company: ATOS IT SERVICES UK LIMITED
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Location: Birmingham, B37 7YQ
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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-2000030114
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Application Deadline Date: 22/05/2026
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Start Date: 19/06/2026
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Positions Available: 3
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Working Week: Monday - Friday, may have some shift patterns, e.g. 7.00am - 3.00pm or 11.00am - 7.00pm (to be confirmed).
Brief Description
We are building a team to provide IT Support & Services to one of our critical public sector clients.
You will be the "face" (and voice) of Atos for our clients. You will be the first point of contact for users experiencing technical issues, helping to resolve them quickly and efficiently.
Training to be Provided
- College day release at Solihull College's Blossomfield Campus
- Weekly day release - timetable to be given at the start of the programme
Future Prospects
Degree Apprentice or alternative further education/industry qualification. Opportunities in line with business growth and demand, potentially Cyber Security, AI, Data, Cloud Engineering, Service Management, Operations.
Vacancy Detail
As an apprentice, you will gradually take on more responsibility as your skills grow. Your day-to-day will include:
- Being first Point of Contact: Answering incoming calls, emails, tickets and web chats from clients regarding IT issues
- Incident Logging: Accurately logging details of faults and requests into our Service Management tool
- Troubleshooting: Diagnosing and resolving basic technical issues such as:
- Password resets and account unlocks
- Software installation and Microsoft Office/365 queries
- Basic hardware faults (laptops, printers, peripherals)
- Escalation: Identifying complex issues that need to be passed on to 2nd or 3rd line support teams
- Customer Service: Keeping users updated on the status of their tickets and ensuring high levels of customer satisfaction
- Learning: Dedicating 20% of your working hours to your apprenticeship studies, workshops, and coursework
Other Information
Local Atos office – Birmingham Business Park. This will be onsite at all times outside of the apprenticeship. No home or hybrid working.