1st Line Service Desk Agent Apprenticeship Programme
ATOS IT SERVICES UK LIMITED
Birmingham (B37 7YQ)
Closes in 30 days (Sunday 18 January 2026)
Posted on 19 December 2025
Contents
Summary
We are building a team to provide IT Support & Services to one of our critical public sector clients.
You will be the "face" (and voice) of Atos for our clients. You will be the first point of contact for users experiencing technical issues, helping to resolve them quickly and efficiently.
- Wage
-
£16,000 a year
Check minimum wage rates (opens in new tab)
As within salary set - No bonus at start point.
- Training course
- Information communications technician (level 3)
- Hours
-
Monday - Friday, may have some shift patterns, e.g. 7.00am - 3.00pm or 11.00am - 7.00pm (to be confirmed).
37 hours a week
- Start date
-
Monday 16 February 2026
- Duration
-
1 year 6 months
- Positions available
-
28
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
As an apprentice, you will gradually take on more responsibility as your skills grow. Your day-to-day will include:
- Being first Point of Contact: Answering incoming calls, emails, tickets and web chats from clients regarding IT issues
- Incident Logging: Accurately logging details of faults and requests into our Service Management tool
- Troubleshooting: Diagnosing and resolving basic technical issues such as:
- Password resets and account unlocks
- Software installation and Microsoft Office/365 queries
- Basic hardware faults (laptops, printers, peripherals)
- Escalation: Identifying complex issues that need to be passed on to 2nd or 3rd line support teams
- Customer Service: Keeping users updated on the status of their tickets and ensuring high levels of customer satisfaction
- Learning: Dedicating 20% of your working hours to your apprenticeship studies, workshops, and coursework
Where you'll work
3300 Solihull Park Way
Birmingham Business Park
Birmingham
B37 7YQ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
SOLIHULL COLLEGE AND UNIVERSITY CENTRE
Training course
Information communications technician (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Interpret and prioritise internal or external customer's requirements in line with organisation's policy
- Apply the appropriate tools and techniques to undertake fault finding and rectification
- apply Continuous Professional Development to support necessary business output and technical developments
- Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
- Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
- Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
- Manage and prioritise the allocated workload effectively making best use of time and resources
- Complete documentation relevant to the task and escalate where appropriate
- Install or undertake basic software upgrades,either physically or remotely
- Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
- Provide remote/F2F support to resolve customer requirements
- Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
- Identify and scope the best solution informed by the system data associated with the task
- Test and evaluate the system's performance and compliance with customer requirements.
- Escalate non routine problems in line with procedures
- Use basic scripting to execute the relevant tasks for example PowerShell, Linux
- Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
- Apply the necessary security, in line with access and/or encryption requirements
- Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
- Test and evaluate network environments
- Monitor performance and usage of a network
- Deploy applications on a network
- Set up storage and data access for staff
- Apply necessary security measures, in line with access requirements to a network
- Carry out routine maintenance across network systems, ensuring organisational compliance
- Monitor network-related workloads including DNS and firewalls
- Install or undertake basic upgrades, either physically or remotely
- Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
- Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
- Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
- Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
- Interpret and prioritise internal or external customer's requirements in line with organisation's policy
- Apply the appropriate tools and techniques to undertake fault finding and rectification
- apply Continuous Professional Development to support necessary business output and technical developments
- Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
- Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
- Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
- Manage and prioritise the allocated workload effectively making best use of time and resources
- Complete documentation relevant to the task and escalate where appropriate
- Install or undertake basic software upgrades,either physically or remotely
- Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
- Provide remote/F2F support to resolve customer requirements
- Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
Training schedule
- College day release at Solihull College's Blossomfield Campus
- Weekly day release - timetable to be given at the start of the programme
Requirements
Essential qualifications
GCSE in:
Desirable qualifications
Other in:
- IT (grade Level 2)
- STEM (grade Level 2)
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
- Administrative skills
- Analytical skills
- Logical
- Team working
- Patience
Other requirements
Local Atos office – Birmingham Business Park. This will be onsite at all times outside of the Apprenticeship. Not home or hybrid working.
About this employer
Atos Group is a global leader in digital transformation with c. 70,000 employees and annual revenue of c. € 10 billion, operating in 67 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos is a SE (Societas Europaea) and listed on Euronext Paris. The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.
http://www.atos.net (opens in new tab)
Company benefits
- 25 Days leave
- Private medical cover
- Up to 10% matched pension contributions
- Wide range of flexible benefits
- Income protection
- Life assurance
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
Degree Apprentice or alternative further education/industry qualification. Opportunities in line with business growth and demand, potentially Cyber Security, AI, Data, Cloud Engineering, Service Management, Operations.
Ask a question
The contact for this apprenticeship is:
SOLIHULL COLLEGE AND UNIVERSITY CENTRE
The reference code for this apprenticeship is VAC2000006018.
Apply now
Closes in 30 days (Sunday 18 January 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.