IT Helpdesk Support Apprentice WORD360 LTD

Steve Jobs once said, Youve got to start with the customer experience and work backwards towards the technology. As an apprentice with Word360 youll do this and develop the skills and the confidence to empower people to use technology.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 23 Sep 2017

Apprenticeship summary

  • Weekly wage


  • Working week

    Monday to Friday 37.5 Hours Per Week

    Total hours per week: 37.50

  • Apprenticeship duration

    12 months

  • Possible start date

    02 Oct 2017

  • Date posted

    08 Sep 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number


  • Positions

    1 available

We cannot solve our problems with the same thinking we used when we created them Albert Einstein

Are you a problem solver? Do you think outside of the box?

As an IT Support Consultant with Word360 you'll do this and develop the skills and the confidence to empower people to use technology to change the way they work.

Word360 is about connecting cultures and breaking language barriers and we are looking for that techie who can help us achieve this through our technology. Working with our service management system, you will be tasked with supporting our clients and linguists in using the system as well as QA and patching bugs within the system.

The successful candidate will not only be technically minded and experienced with Software, Networking and PC Hardware but will have a positive attitude with a keen eye for problem solving and customer service.

The successful candidate will begin with IT support and be tasked with:

  • Helpdesk work first line IT support through telephone advice and problem-solving
  • Dealing with and resolving a wide range of IT issues for clients, taking advice from experienced colleagues as necessary
  • Logging calls to the support desk
  • Ensuring clients are appropriately charged
  • Assisting experienced consultants in a range of tasks, some at clients premises
  • Fault fixing
  • Re-configuring routers
  • Installing printers and routers
  • Re-building laptops
  • Installing operating systems
  • Large projects on site, such as building servers, working with phone systems, etc.
  • Microsoft 365 migration

Requirements and prospects

Desired skills


  • Any experience working in a service delivery role would be beneficial

Technical Skills

  • Sufficient demonstrable ability in IT
  • Experience in the use of Microsoft Windows/Microsoft Office as a user (any Apple OSX experience is beneficial)
  • An understanding of the principles of networking and internet technologies
  • An interest in Information Technology and a keenness to develop IT skills

Organisation Skills

  • Problem solving skills specifically root cause analysis
  • Able to work effectively in a busy office environment
  • Good organisational and time management skills
  • Commitment to delivering a high standard of work

Personal qualities

People Skills

  • A personal discipline and willingness to learn
  • Respect for others and responsibility
  • Strong interpersonal skills, able to deal effectively with people at all levels
  • Good written and verbal communication skills
  • Professional and confident telephone manner
  • Consistent High Level of customer case and responsiveness
  • The ability to work effectively within the team
  • Strong communication skills
  • Conceptualising new ideas, thinking differently and encouraging a creative culture

Qualifications required

GCSE's in maths, English and IT grade A - C or equivalent

Future prospects

Longer term the candidate will learn to support our international development team by;

  • Maintaining the existing codebase, troubleshooting bugs
  • Testing implemented features and creating new ones
  • Analysing customer needs and providing software solutions
  • Managing AWS EC2 and RDS instances
  • Propose or validate proposed new application architecture to match constraints (business, technical, cost) for in house development or offshore development
  • Help development team resolve outstanding technical issues
  • Discover, evaluate, propose new technologies and tools
  • Identify and organize the implementation of strategy to measure and improve services reliability (performance and uptime)
  • Managing (changing/updating) domain/DNS settings, where required
  • Contribute to development of KPIs definition and measure

About the employer

Word360 is a language services provider delivering translation, interpreting and localisation solutions. We operate in more than 250 languages and dialects across many different industries with broad experience and quality.




Ciba Building

146 Hagley Road



B16 9NX

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Training provider

  • Level 2 Diploma in IT User Skills

Depending on your current qualifications, you may be required to complete the following:

  • Functional skills - Communications
  • Functional skills - Application of Number
  • Functional skills - Information Technology

Apprenticeship framework

IT, Software, Web & Telecoms Professionals

Training provider


Applications for this apprenticeship are being processed by South and City College Birmingham


Clare Hickinbotham

Employer's Application Instructions

Apply via GetMyFirstJob - applications come through to the provider, are prescreened by a telephone interview.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 23 Sep 2017