Coronavirus (COVID-19): to find out how we can support you with your apprenticeship including if you have been affected by redundancy, read our updated information.

Apprentice Service Desk Engineer Wessex IT

We're a well established IT service provider and we're looking for someone to support the IT service offering of the business. This is an excellent opportunity for a smart, ambitious and self-motivated individual to join a friendly environment.

Sign in to apply

Closing date: 01 Oct 2022

Apprenticeship summary

  • Annual wage


    Wage offered between £14,000 and £16,000 for the first year depending on interview 23 days holiday rising with service to 28 plus public holidays and 2% matched pension contribution.

  • Working week

    Monday to Friday between the hours of 08:00 and 18:00, shifts to be confirmed.

    Total hours per week: 40.0

  • Expected duration

    18 Months

  • Possible start date

    08 Oct 2022

  • Date posted

    26 Aug 2022

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

Reports to:

  • The Service Desk Team Leaders and the Operations Manager daily

Duties & Responsibilities

  • Assist with the day-to-day operations of the Service Desk, receiving telephone and email requests from clients as well as making call-backs
  • Working on the Service Desk receiving telephone and email requests from clients as well as making call-backs
  • Logging all issues within AutoTask, keeping clients informed at regular intervals with progress updates
  • Providing remote support using our RMM (Remote Monitoring and Management) system
  • Managing outstanding RMM alerts (not just those that create tickets)
  • Travelling to clients’ sites to carry out support work where required across the South-East and London
  • Identifying sales opportunities and passing them to the Account Management team
  • Effectively managing client expectations, demonstrating an understanding of urgency and timescales
  • Identifying and pursuing service improvement initiatives; managing complaints, suggestions and compliments and serving as the face and voice of the organisation to clients
  • Monitoring backup systems and their status
  • Monitoring configuration and policy adjustments in collaboration with the Senior Systems Engineer (or Technical Director).
  • Identifying opportunities for proactive maintenance and projects and making recommendations
  • Proactively managing and prioritising work queue, maintaining accurate notes, paperwork and documentation
  • Delivery consistently to agreed SLAs and quality levels
  • Installations and project work where the Projects department needs additional resources and/or to develop your skills
  • Taking responsibility for successful completion of tickets
  • Recognising the need for escalation of tickets and the appropriate escalation points
  • Ensure work benches and storage areas organised with all tools, labels and other resources required present
  • Complete recurring tickets accurately and on time (e.g. backup checks, CCTV checks)
  • Identifying areas for personal development

What training will the apprentice take and what qualification will the apprentice get at the end?

Apprenticeship - Level 3 Information Communications Technician

  • Functional Skills in maths and English if required
  • BCS Award in Coding and Logic
  • BCS Award in Business Processes
  • Microsoft Technology Associate Networking Fundamentals
  • BCS Award in Mobile and Operating Systems
  • BCS Award in Cloud Services

Vocate Training offer a blended and remote learning approach with regular face-to-face sessions with your tutor, online classrooms and webinars.

All training is based from the employers offices.

What is the expected career progression after this apprenticeship?

  • Full-time employment with Wessex IT is expected once the apprenticeship is complete
  • Further training opportunities with Higher Level Apprenticeships are also available

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Team working, Initiative


GCSE or equivalent English and maths (Grade C (4) or above.) Essential

Things to consider

The offices are based in Cowfold, West Sussex and daily travel to and from is necessary. Competencies 1. Self motivated 2. A high level of personal organisation 3. An excellent telephone manner, able to communicate well in sometimes fraught situations with the ability to calm situations and give confidence in solutions 4. The understanding of the need for confidentiality - our relationships with our clients may give access to their business and confidential information 5. Good interpersonal and team working skills 6. Attention to detail and ability to resolve problems 7. Ability to listen and make sound judgements 8. Excellent computer and technical literacy skills and knowledge Opportunities 1. This role gives the opportunity to be part of a growing team of likeminded individuals with the potential to coach and develop others as the business grows 2. Opportunities to increase your knowledge of our business sector which will be supported by agreed training plans

About the employer

We’re a leading Managed Service Provider (MSP) of outsourced IT and cloud services with a strong and rapid-growing client base. We’ve recently completed two acquisitions as well, so the business is growing, and we want you to be part of this exciting next chapter! Your average day would be spent speaking directly to customers – giving them advice and helping them out with our more complex day to day problems. This involves getting to grips with 150+ different customer environments, systems and technologies which is what makes working for an MSP exciting and challenging in equal measure. At other times you’ll be visiting clients’ sites and helping the projects department with an equally diverse set of projects. We promote an environment where if you enjoy a task or want to learn more about a particular technology – you’ll have opportunities to do more in that area. It’s a busy place to be but we have a super team and a relaxed (but focused) working environment. There’s also a strong support network within the rest of the business to bring out the best in you and we regularly enjoy company social events. At 2nd line we expect you to be comfortable with most of these technologies: · Windows Client Operating Systems (Windows 8, 10, Mac OSX) · Windows Server Operating Systems (2012+) and especially Active Directory and Hyper-V · Solid understanding of small business networking (Routers, Firewalls, VLANs, APs) · PC/Server hardware, troubleshooting and installation · Office 365 deployment and configuration


Wessex IT





RH13 8BP

You must have JavaScript enabled to view a map of the location


Training provider



John Moriarty

07765 381 711

Apprenticeship standard

Information communications technician

Level 3 (A level)

Before you apply

Before you apply for an apprenticeship you must first create an account. If you already have an account you'll need to sign in.