IT Service Desk Agent Apprentice Hewlett Packard

Do you have a passion for technology and a supportive approach towards customers? If so Hewlett-Packard, Manpower have more opportunities to join the IT Service Desk Agents team on site at Peterlee in Durham and want to hear from you today!

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Closing date: 13 Oct 2017

Apprenticeship summary

  • Weekly wage


  • Working week

    40 hrs per week - Various shift patterns

    Total hours per week: 40.00

  • Apprenticeship duration

    15 months

  • Possible start date

    18 Oct 2017

  • Date posted

    01 Sep 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number


  • Positions

    1 available

This is an opportunity to become a member of a helpful team of IT Service Desk Agents providing an exceptional service and support to customers on behalf of Hewlett-Packard, Manpower.

As the successful apprentice, you will be required to:

  • deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone and e-mail.
  • Offer advice to end users and customers on all areas of IT, troubleshooting and ensuring desk standards are met. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
  • Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
  • Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
  • To improve users confidence in the use of computer software, being empathetic to a variety of new and experienced learners needs.
  • Provide information in line with knowledge base to assist the second line support team when contacts are unreasonable.
  • You will manage tasks and activities which may require adjustments to priorities in order to satisfy business needs.
  • Work within defined deadlines as part of a team and on an individual basis ensuring assigned work is effectively managed.
  • Adherence of all Hewlett-Packard, Manpower policies and procedures in the employee handbook and other site-specific policies and procedures including but not limited to: absence reporting and dignity at work.

Requirements and prospects

Desired skills

  • Excellent Customer Service Skills
  • Computer Literate both hardware and software
  • Logical with a problem solving mindset
  • Excellent Verbal Communication Skills including confident and clear telephone user
  • Well organised with ability to prioritise multiple tasks

Personal qualities

  • Adaptable to change
  • Willingness to learn new things
  • Supportive
  • Team player
  • Self-Motivated
  • Positive Attitude
  • Enthusiastic

Qualifications required

A minimum of 5 GCSE’s C and above Including Maths and English (or equivalents)

Future prospects

After the Apprentice has completed their programme of study, they will be given the opportunity to continue as a full-time member of staff if there is a vacancy in the same company and continue to work towards level 4 qualifications if desired.

Things to consider

Please be aware that a lot of this job role will include use of supporting Customers over the telephone. The IT industry is ever changing therefore the successful applicant must be willing to learn new up and coming technologies. Apprenticeship National Minimum Wage (ANMW): The National Minimum Wage for Apprentices is £3.50 per hour. This is the legal minimum pay per hour applying to 16-18-year-old apprentices and those aged 19 and over in the first year of their apprenticeship. For apprentices 19 or over who have completed their first year and are continuing their apprenticeship, the National Minimum wage appropriate to their age applies. It is highly important that you do not contact the Employers directly – any attempt of this may invalidate candidate’s application. Should you have any queries regarding your Application or the job itself, please contact your 3aaa Training Academy.

About the employer

The Hewlett-Packard Company (commonly referred to as HP) was an American multinational information technology company headquartered in Palo Alto, California. It developed and provided a wide variety of hardware components as well as software and related services to consumers, small- and medium-sized businesses and large enterprises, including customers in the government, health and education sectors.


Hewlett Packard



Fern Court, Bracken Hill Business Park



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Training provider

Throughout the duration of your Apprenticeship (typically 15 months) you will be required to attend the 3aaa Technology Academy in Newcastle for 30 days of training across five months featuring structured training. The remainder of your training will be completed in the workplace with your Employer. You will work towards a Level 3 Apprenticeship standard – Infrastructure Technician. The qualifications consist of:

  • Level 2 Functional Skills English and Maths (if applicable)
  • Knowledge Module 1 - Networking and Architecture   
  • Knowledge Module 2 - Mobile and Operating Systems   
  • Knowledge Module 3 - Cloud Services  
  • Knowledge Module 4 - Coding and Logic   
  • Knowledge Module 5 - Business Processes
  • One vendor certification selected based on your job role and individual capabilities (Typically a Microsoft Technical Associate (MTA) certification)

Knowledge Modules are specified by the British Computer Society (BCS)


Apprenticeship standard

Digital Industries > Infrastructure Technician

Training provider


Applications for this apprenticeship are being processed by ASPIRE ACHIEVE ADVANCE LIMITED


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Closing date: 13 Oct 2017