Customer Service Apprentice / Service Desk Analyst

HAYLEY GROUP LIMITED

West Midlands (B63 3XL)

Closes in 13 days (Friday 17 October 2025)

Posted on 3 October 2025

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Summary

Hayley Dexis has an exciting opportunity available for a dynamic and motivated IT Service Desk Analyst Apprentice to join our well-established and experienced IT Team based at our HQ in Halesowen. You will join us on a full time, permanent basis and in return, you will receive an Apprentice level starting salary of £16,000.

Wage

£15,704 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 8:30am - 5.30pm

40 hours a week

Start date

Monday 20 October 2025

Duration

1 year

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

Do you have an interest in IT and are eager to learn?

Ever wanted to learn how to provide technical support to others? Well, you are in the right place!

We’re looking for our next IT Service Desk Analyst Apprentice.

You’ll love to solve problems, getting to the root cause of issues whilst providing friendly and excellent customer service.

This opportunity provides hands-on experience and structured training to help you successfully complete your apprenticeship and launch your career in IT.

You’ll grow in confidence and customer service skills and learn how to prioritise your workload.

We’ll grow your systems experience with on-the-job learning and training on Microsoft Office/M365 and helpdesk systems. You’ll also get the opportunity to be involved in real-world IT projects.

Ready to start your journey in IT? We can’t wait to hear from you!

 

Key responsibilities

  • Provide IT support via phone, face-to-face, and electronic communications
  • Investigate and log incoming issues with accurate detail
  • Escalate unresolved incidents to appropriate support teams
  • Assist with software and hardware troubleshooting
  • Maintain records through our service desk system

Where you'll work

Shelah Road
Halesowen
West Midlands
B63 3XL

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

HALESOWEN COLLEGE

Training course

Customer service practitioner (level 2)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents
  • Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
  • Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
  • Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
  • Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
  • Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
  • Demonstrate patience and calmness.
  • Show you understand the customer’s point of view.
  • Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
  • Maintain informative communication during service recovery.

Training schedule

Customer Service Practitioner Level 2 Apprenticeship Standard:

  • The succesful apprentice will be expected to attend an online lesson once a month
  • In addiiton, they will be allocated with an assessor who will visit them within the workplace once every 6-8 weeks

Requirements

Essential qualifications

GCSE in:

  • English (grade D/3)
  • Maths (grade D/3)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

  • Communication skills
  • IT skills
  • Attention to detail
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Presentation skills
  • Administrative skills
  • Team working

About this employer

Hayley Dexis is the largest independent distributor of engineering products and consumables (hydraulics, bearings, fasteners, fluid power, PPE, tools, lubricants etc) in the UK. With a commitment to innovation and excellence, we provide cutting-edge solutions to our clients across various industries, ensuring the efficient and reliable operation of fluid power systems. We are an equal opportunities employer, currently employing over 1,300 people who continue to be a cornerstone of our business and are fundamental to providing industry-leading customer service.

After this apprenticeship

  • There is potentially a permanent position available for the succesful apprentice, on completion of their apprenticeship

Ask a question

The contact for this apprenticeship is:

HALESOWEN COLLEGE

Deborah Maley

dmaley@halesowen.ac.uk

01216027777

The reference code for this apprenticeship is VAC1000344997.

Apply now

Closes in 13 days (Friday 17 October 2025)

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