Helpdesk Technician Apprentice
CENTURY LOGISTICS LTD
Bury St. Edmunds (IP28 6RX)
Closes in 14 days (Friday 27 February 2026)
Posted on 9 February 2026
Contents
Summary
Metro Supply Chain is a Canadian warehousing company, with offices across England and Wales.
- Wage
-
£26,500 a year
- Training course
- Improvement technician (level 3)
- Hours
-
Monday - Friday (working hours can be agreed with the manager).
42 hours a week
- Start date
-
Monday 9 March 2026
- Duration
-
1 year 6 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
Metro Supply Chain UK are looking for a driven problem solver to join our IT team as a Helpdesk Technician. We are looking for someone with one year’s experience in a helpdesk environment. The person in this role will provide direct support to our business users and will be responsible for prioritising, answering, or re assigning tickets from our internal and external users, and customers.
Main roles and responsibilities:
Ticket Management & Triage:
- Act as the first point of contact for all IT support tickets
- Assess, prioritise, and assign tickets appropriately based on impact and urgency
- Provide timely updates to users and ensure all issues are logged accurately
Network Administration Tasks:
- Create, modify, and disable user accounts across core business systems
- Set up user permissions, group memberships, and access rights
- Manage users across M365 services to ensure user productivity is achieved
Hardware Tasks:
- Perform initial laptop and desktop builds using standard images and configuration procedures
- Configure user devices with required applications and security tools
- Assist with workstation setup including monitors, docking stations, telephony, and other equipment
Application Support:
- Provide first-level support for business applications, including the Warehouse Management System (WMS)
- Troubleshoot routine WMS issues (e.g., login problems, scanning issues, basic workflow errors)
- Escalate complex application problems to the relevant application support or development teams
Service Desk:
- Proactively monitor service desk metrics and contribute to continuous improvement
- Identify recurring issues and suggest improvements in processes or documentation
- Draft and publish knowledge base articles to proactively help users with common issues
Security, Compliance and Environmental:
- Maintain compliance with relevant laws, regulations and industry standards, such as GDPR, Cyber Essentials, and any other implemented standards
- Follow work instructions provided, complying with our ISO accredited standards ISO 9001, 14001, 45001
- Communicate any non-conformances within the ISO accredited management system
Health and Safety:
- Without compromise maintain a safe and clean work environment
- Report any hazards in the workplace to management immediately
- Complete all training provided in a timely manner
Customer Service and Our Way Culture:
- As a team member, work collaboratively with Metro employees in a team-oriented environment
- Have an exceptional customer service attitude
- Look for ways to say “Yes” to the customer (internal and external)
Within the role, the following are the kinds of tasks and responsibilities that will be included. If you spot something that you’re not able to do, or you haven’t come across before, that is OK. We don’t expect candidates to know how to do everything on this list.
Where you'll work
Metro Supply Chain Holdings (UK) Ltd, Saxham Business Park
Bury St. Edmunds
IP28 6RX
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
WEST SUFFOLK COLLEGE
Training course
Improvement technician (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Compliance: Work in accordance with organisational controls and statutory regulations
- Communication: Share improvement progress through appropriate reporting
- Project management: Plan, manage and implement improvement activities. Identify and support management of risks. Develop the business case for improvement activity and implementation
- Change management: Engage through communications. Reinforce – positively and negatively. Effectively coach peers
- Principles and methods: Use a structured method and appropriate improvement tools engaging with subject matter experts to deliver business benefits
- Project selection and Scoping: Identify and scope improvement projects and establish clear measurable objectives
- Problem definition: Develop a problem/opportunity statement supported by validated data
- Voice of the customer: Apply techniques to identify customers, their requirements and translate these to metrics
- Process mapping & analysis: Apply process mapping tools to visualise processes, analyse process performance establishing key insights for performance improvement
- Lean tools: Apply techniques such as identification and removal of 8 wastes, 5S (Sort, Shine, Set, Standardise, Sustain), standard work, kaizen, visual displays and controls, error proofing, preventative maintenance
- Data acquisition for analysis: Develop data collection plan and validated measurement processes to understand performance
- Basic statistics & measures: Establish patterns and trends in data over time using tally, pie, run/trend and pareto charts
- Data analysis-statistical methods: Identify common and special cause variation
- Process capability & performance: Analyse product/process performance using good quality data
- Root cause analysis: Use cause and effect diagrams, technique of 5 whys and graphical analysis to understand and verify root causes
- Identification & prioritisation: Identify and prioritise improvement solutions
- Benchmarking: Recognise the value of sharing best practice
- Sustainability & control: Create control and reaction plans with detection measures, identify opportunities to embed changes to leverage benefit to the business.
Training schedule
The learner will be studying the Improvement Technician Level 3 Apprenticeship Standard qualification.
Requirements
Essential qualifications
GCSE or equivalent in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Attention to detail
- Organisation skills
- Team working
- Initiative
- Logical
Other requirements
The office location is difficult to access by public transport - it would be recommended to check the location on Google Maps before applying. While this role is technical, there is a lot of interaction with colleagues as you support them with their IT issues.
About this employer
Metro Supply Chain is a Canadian warehousing company, with offices across England and Wales. With customers in the UK such as Nestle and SodaStream, we make sure supermarkets, online retailers and online shoppers' purchases are stored and dispatched properly.
After this apprenticeship
We would like to see the person in this role progress to level 2 and level 3 helpdesk technicians. Through the skills learned in the apprenticeship, we hope that the person in this role will play a key role in improving processes, strengthening the IT team within the organisation.
Ask a question
The contact for this apprenticeship is:
WEST SUFFOLK COLLEGE
The reference code for this apprenticeship is VAC2000014132.
Apply now
Closes in 14 days (Friday 27 February 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.