Customer Facing IT Helpdesk Apprentice

DHL INTERNATIONAL (UK) LIMITED

Colnbrook (SL3 0BB)

Closes in 10 days (Monday 3 August 2026)

Posted on 23 July 2026

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Summary

Are you passionate about technology, enjoy helping people, and want to build a successful career in IT? DHL Express is looking for a motivated and enthusiastic Apprentice to join our Customer Facing IT team. This is an exciting opportunity to gain hands-on experience in a fast-paced IT support environment.

Wage

Competitive

Competitive wage offered

Minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 9:00am - 5:00pm.

37 hours 30 minutes a week

Start date

Monday 21 September 2026

Duration

2 years

Positions available

2

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

  • Act as a professional first point of contact for Helpdesk enquiries.
  • Log and manage incidents and service requests accurately.
  • Gather information to help diagnose technical issues.
  • Learn how to use industry-standard service management and support tools.
  • Assist with troubleshooting and resolving routine IT problems.
  • Maintain accurate records and support documentation.
  • Escalate more complex issues to experienced team members when required.
  • Contribute to knowledge articles and process improvements.
  • Support customers with professionalism, empathy, and clear communication  

Where you'll work

Southern Hub
Unit 1
Horton Road
Colnbrook
SL3 0BB

Training

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

Training provider

REALISE LEARNING AND EMPLOYMENT LIMITED

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

This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

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
  • Customer care skills
  • Problem solving skills
  • Administrative skills
  • Logical
  • Initiative
  • Patience

About this employer

DHL Express UK is part of the Deutsche Post DHL Group - the world’s most international company. We operate in more than 220 countries and territories worldwide, enabling us to provide exceptional national and international career development opportunities. Within DHL Express’s pursuit to be The Logistics Company of the World we engage in a number of initiatives such as – Go Teach, Go Green and Go Help.

Company benefits

  • Performance-related bonus opportunities.
  • Generous holiday entitlement that increases with service.
  • Excellent company pension scheme.
  • Employee assistance and wellbeing programmes.
  • Mental health first aid support.
  • Retail, entertainment and gym membership discounts.
  • Outstanding training and development opportunities with a strong focus on internal promotion.

After this apprenticeship

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

Customer Facing IT Helpdesk Advisor.

Ask a question

The contact for this apprenticeship is:

REALISE LEARNING AND EMPLOYMENT LIMITED

The reference code for this apprenticeship is VAC2000044440.

Apply now

Closes in 10 days (Monday 3 August 2026)

After signing in, you’ll apply for this apprenticeship on the company's website.