The IT Service Desk will be the first point of contact for providing technical support to the accounts designated users. Working with applications / computer systems / handheld devices and to undertake analysis, diagnosis and resolution of issues which may range from straightforward to more complicated technical issues to their desired resolution.

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

Apply now

Closing date: 07 Jun 2023

Apprenticeship summary

  • Annual wage


  • Working week

    Days and shifts to be confirmed.

    Total hours per week: 40

  • Expected duration

    16 Months

  • Possible start date

    21 Jun 2023

  • Date posted

    20 Mar 2023

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    3 available

What will the apprentice be doing?

  • Keying the incidents from Client ticket system to Partners ticket system and vice versa
  • Coordinate end to end with various parties for printer incident closure within SLA
  • Printer calls / log analysis
  • Printer availability report preparation and analysis
  • Liaising with third Party suppliers and managing printer issues for resolution
  • Day-to-day Management of First line technical service desk on printer incidents to respond to internal/external customer incidents and queries via email and phone
  • Monitor the Printer incidents through internal monitoring systems
  • Maintain ongoing communication on the printer incident updates to customers provided by 2nd and 3rd line support teams
  • Ticket management of Printer Incidents and New Printer Requests
  • Pro-actively assist customers to avoid or reduce problem recurrence
  • Act as an escalation point agent when difficult or controversial calls/ tickets that are received.
  • Provide and assist other analysts
  • Review and acknowledge service requests as per process
  • Take overall responsibility for service request handling
  • Act as a further escalation point for the coordinators.
  • To act as a single point of contact for phone calls, chat, portals and emails etc. from staff regarding IT issues and queries not limited to printer tickets
  • Receiving, logging and managing calls/chat/self-service portal/tickets to their conclusion from internal staff via telephone and email
  • Responsible for troubleshooting IT related issues such as but not limited to software / applications to hardware, such as desktops, laptops, printers, and Phones of the accounts designated users
  • Log all customer contacts in tool provided and take ownership of incidents to their desired conclusion
  • Installation of all applications and resetting passwords to all enterprise applications
  • Escalate unresolved calls to various application and infrastructure support teams
  • Participate in enterprise application release / maintenance activities on request
  • Closely monitor and meet ticket SLA targets
  • Effective time / task management, as well as the ability to be flexible and creative on any given task
  • Operating within a 24x7 - 365 days as per agreed shift Rota

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

Why choose our Cloud Network Specialist apprenticeship?

QA’s Cloud Network Specialist Level 3 Apprenticeship provides a solid foundation in installing network cabling and hardware. A Cloud Network Specialist’s role is both desk-based and involves visits to clients' premises to resolve issues. Apart from installing network cabling and hardware, they may also be required to assist in the deployment and management of cloud-based services.

QA’s Cloud Network Specialist Level 3 apprenticeship programme enables the apprentice to:

  • Follow a cloud-first curriculum, covering on-premise and cloud-enabled networking
  • Learn about core networking principles, including network addressing, cloud, virtualisation and security
  • Understand the principles, hardware, protocols and services that form part of on-premise, cloud and hybrid network architectures
  • Train with QA – the largest and leading provider for both Microsoft and AWS training
  • Learn technical content that aligns to, and is relevant to, employers and the market
  • Learn about DevOps methodologies and the fundamentals of databases and data migration

Tools and technologies learned: Learners will learn to use Microsoft Azure, AWS and Google Cloud.

What is the expected career progression after this apprenticeship?

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills


GCSE or equivalent 3 of any subject (Grade 4+ (A* - C)) Essential
GCSE or equivalent Maths & English (Grade 3+ (D or above)) Essential

Things to consider

Important Information:  QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.  To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.

About the employer

Tata Consultancy Services is an Indian multinational information technology services and consulting company with its headquarters in Mumbai. It is a part of the Tata Group and operates in 150 locations across 46 countries. In July 2022, it was reported that TCS had over 600,000 employees worldwide.




Tata Consultancy Services, 4th floor, South Wing, Chadwick House

Birchwood Park



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Training provider


Apprenticeship standard

Information communications technician

Level 3 (A level)

Employer's Application Instructions

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

Apply now

Closing date: 07 Jun 2023