1st Line Support Apprenticeship CREST IT SOLUTIONS LIMITED

The role is entirely customer focussed, with the Helpdesk team responsible for maintaining contact with the customer for all support issues. The role will be primarily office based, with occasional visits to customer sites as required.

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Closing date: 10 Oct 2017

Apprenticeship summary

  • Annual wage


  • Working week

    Shifts to be confirmed

    Total hours per week: 37.50

  • Apprenticeship duration

    12 months

  • Possible start date

    24 Oct 2017

  • Date posted

    24 Feb 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number


  • Positions

    1 available

The duties and responsibilities will include:

  • To answer incoming calls to the Helpdesk
  • To update the Helpdesk system (create tickets, update tickets etc.)
  • To ensure all incoming Helpdesk emails are responded to with agreed SLAs (e.g. 1-hour response, 2-hour response
  • To check client backups on a daily basis
  • To backup customer PCs/laptops that are returned for repair/rebuild
  • To repair/rebuild customer PCs/laptops
  • To setup new PCs/laptops – e.g. install Windows, MS Office, antivirus etc.
  • To assist customers with Helpdesk issues, as directed by the Helpdesk manager

Requirements and prospects

Desired skills

The following key skills are required to perform the job role effectively:

  • Clear/confident telephone manner
  • Ability to follow instructions and work on tasks independently
  • Experience of installing & working with Microsoft software (e.g. Windows, Office)
  • Understanding of the importance of good customer service
  • Understanding the importance of working to SLA targets
  • Excellent time keeping, and a good work ethic are essential

Personal qualities

  • Must be organised
  • Able to present a professional image of themselves to customers face-to-face and over the phone
  • Any candidate must have an up-beat attitude to work
  • Despite the work being quite task focused with the candidate often working on their own, any candidates should be able to work well in a team environment and have the confidence to openly discuss technical issues and problems with other members of staff

Qualifications required

5 GCSE's at grades A*- C or equivalent (including English Language and Mathematics).

Future prospects

The role offers long term security and the opportunity to progress into a permanent position.

Things to consider

From 1st October 2016 The National Minimum Wage (NMW) rate for apprentices is £3.40 per hour. From April 2017 this rises to £3.50 per hour. This applies to 16-18 year old apprentices and those aged 19 and over in the first year of their Apprenticeship. For all other apprentices the National Minimum wage appropriate to their age applies. The Minimum Wage for Apprentices applies to time spent on the job plus time spent training.

About the employer

At Crest IT solutions we’re committed to excellent, high quality, tailored service for every client. All our technical staff are Microsoft Certified and train regularly to keep their skills and knowledge updated.




Woodend Court

5 Roydsdale Way

Euroway Industrial Estate



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Training provider

The Estio Training IT Apprenticeship programme gives young people the opportunity to get hands on experience in the IT industry whilst still employed in a real paid job with no cost or debt.

Learners will receive twelve weeks of intensive training. Whilst in the workplace, apprentices will also receive continual assessment, and help and guidance from a dedicated trainer who will be there to ensure that they get the most from their work experience. 

Training will lead to industry-recognised qualifications including: 

  • Advanced apprenticeship for IT, Software, Web and Telecoms Professionals 
  • Level 3 Diploma in Professional Competence for IT and Telecoms Professionals 
  • BTEC Level 3 Extended Diploma in ICT Systems and Principles 
  • Functional skills, Maths L2, English L2 and ICT L2 
  • PLTS and ERR 
  • CompTIA A+ 

Estio training also offer the following optional units: 

  • MCTS on Windows 7 
  • MCTS on MCSA, MS Solutions Associate 
  • MCITP on Windows Server 2008 
  • CompTIA Network+ 
  • CompTIA Security+ 
  • MCSA Windows Server 2012 

Apprenticeship framework

IT, Software, Web & Telecoms Professionals

Training provider

Estio Training

Applications for this apprenticeship are being processed by Estio Technology Recruitment Ltd


Faye Brown 01133 500 333 faye.brown@estio.co.uk

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Closing date: 10 Oct 2017