Helpdesk Technician Apprenticeship WP CONNECT LTD

The number one goal of everyone in our team is to make our clients exceptionally happy. The Apprentice Helpdesk Technician plays an important role in making sure that happens. The Apprentice Helpdesk Technician handles the first level support requests that come in from our clients.

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Closing date: 06 Oct 2023

Apprenticeship summary

  • Annual wage


  • Working week

    Monday - Friday, 9.00am - 5.00pm

    Total hours per week: 40.0

  • Expected duration

    18 Months

  • Possible start date

    09 Oct 2023

  • Date posted

    26 Jun 2023

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

The Apprentice Helpdesk Technician handles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way.

When help is needed the Apprentice Helpdesk Technician can get help from or escalate issues to other members in Service Delivery Team.

Responsibilities & Tasks:

Customer Service:

  • Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
  • Delight our Clients with a Friendly, Quick and Helpful Experience
  • Provide the Client with basic remote troubleshooting

Use of our Ticketing System:

  • Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
  • Managing and recording all work though our Ticketing System
  • Make sure that Client Documentation is well maintained
  • Split tickets that have several issues into their own individual ticket
  • Make sure that tickets aren’t “stale” throughout the process

Use of our Monitoring & Mnagement Tool:

  • Review RMM dashboard and apply remediation actions as indicated by our Processes
  • Review regularly scheduled/automated actions as indicated by our Processes

Project Work:

  • From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Junior / L1 Technician may be required to help with project delivery

Communication, Reporting & Risk:

  • Escalate tickets that require Senior Helpdesk Engineer support
  • Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
  • Submit Timesheets & Expense reports as indicated on their SOPs
  • Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

Team Work:

  • Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
  • Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
  • Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
  • Identify opportunities for improvement and make constructive suggestions for change
  • Contribute to the process of innovative change effectively
  • Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO

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

  • IT solutions Technician Level 3 Apprenticeship Standard
  • Cisco

What is the expected career progression after this apprenticeship?

  • For someone looking to progress their role, the Apprentice Helpdesk Technician naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Number skills, Analytical skills, Logical, Team working, Initiative, Patience


GCSE or equivalent English (Grade A*/9 - C/4 (or equivalent)) Essential
GCSE or equivalent Mathematics (Grade A*/9 - C/4 (or equivalent)) Essential

Things to consider

- Get your birthday off - Generous incentives for reaching Team and Company Goals - Dental and Vision covered! - An easy-going environment and culture (we all enjoy what we do) - The flexibility to work from home (we run a Hybrid office) - A Proactive Approach to Ongoing Training to help you develop life-long skills

About the employer

Our Core Principles Vision - Promoting best practice through IT and Security, Mission - To empower your business through IT and Security. Values - Service Focused - To deliver an exceptional service to all customers and exceed expectations. - Honesty in Our Communication - We share information, insight, and advice frequently and constructively. We manage challenging situations with courage. - Warrior Spirit - Strive to be the best. Display a sense of Urgency. Never give up. - Unity - Our great colleagues make the difference. When we share our skills, knowledge, and experience - we become one team. - Best Practices - We adopt the industry's best practices to ensure our customer's technology is optimised and secure.




Never Despair Studios

Unit 2 Alton Road


RG29 1RT

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Training provider




Apprenticeship standard

IT solutions technician

Level 3 (A level)

Before you apply

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