IT Service Desk Apprentice
CONNECT SYSTEMS LIMITED
CHESHAM (HP5 1NZ)
Closes in 28 days (Wednesday 25 November 2026)
Posted on 28 October 2026
Contents
Summary
The IT Service Desk Apprentice role exists to get clients working again quickly, taking first contact on support requests, triaging them accurately and resolving common issues first time. The role owns its service desk tickets, SLA compliance, ticket triage, 1st line troubleshooting, and billable hours.
- Wage
-
£19,000 a year
- Training course
- Information communications technician (level 3)
- Hours
-
8am - 5pm or 9am - 6pm.
40 hours a week
- Start date
-
Wednesday 2 December 2026
- Duration
-
1 year 5 months
- 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
- Work tickets from the service board in priority order, with full notes and accurate time entries
- Keep clients updated at every stage and confirm resolution before closure
- Be the first point of contact for all client tickets, providing first contact resolution where possible
- Liaise with clients, internal staff and third parties to deliver a consistent service
- Triage incoming tickets — categorise, prioritise and assign or resolve — in line with the triage process
- Capture the right information first time so that escalations do not bounce back
- Resolve common issues first time — passwords, Microsoft 365, printing, endpoint and user set-up
- Escalate to Tier 2 promptly when a ticket is beyond 1st line or at risk of SLA breach
- Meet response and resolution SLAs on every ticket assigned
- Encourage SmileBack responses and act on feedback
- Ad hoc site visits or onsite engineer cover may occasionally be required, where you will be expected to represent the company professionally
- Continuously build knowledge across the software and hardware technologies the team supports
- Develop internal documentation as required
- Work with the Service Desk Manager to develop internal processes
Where you'll work
THE ISLAND
MOOR ROAD
CHESHAM
HP5 1NZ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
QA LIMITED
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
The programme integrates live and online workshops with self-paced learning, employing a guided discovery approach for individual learner contexts.
Learners are assigned a Digital Learning Consultant (DLC) for personalised coaching and support. These specialists ensure their successful progress, well-being, and readiness for assessments.
Requirements
Essential qualifications
GCSE in:
- 3 of any subject (grade 4+ (A* - C))
- Maths & English (grade 3+ (D or above))
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
- Problem solving skills
- Team working
Other requirements
Passing a Disclosure and Barring Service (DBS Check).
A car driver is essential.
About this employer
Connect Systems is an IT support and managed services company. They provide technology infrastructure and services.
https://connectsys.co.uk/ (opens in new tab)
Company benefits
- 20 days holiday + bank holidays
- Pension
- Free parking
- Tech and Cycle to work scheme
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.
Ask a question
The contact for this apprenticeship is:
QA LIMITED
The reference code for this apprenticeship is VAC2000061415.
Apply now
Closes in 28 days (Wednesday 25 November 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.