IT Apprentice (ASSA ABLOY) in Walsall

As a 1st Line IT Support Technician, you will provide technical support to internal users, ensuring prompt resolution of incidents and requests while delivering exceptional customer service in line with ASSA ABLOY’s standards.

Weekly Hours Worked: 8.30am - 4.45pm (30 minutes lunch) Fridays, 8.30am - 3.30pm (30 minutes lunch), 37.5 hours per week.

Duties and responsibilities:

• Act as the first point of contact for logs raised via Service Now, ensuring tickets are assessed promptly, accurately categorised, and managed through to resolution or escalation.
• Serve as the primary point of contact for walk‑ins to the IT office, providing immediate technical assistance, device troubleshooting, and user guidance in a professional and approachable manner.
• Provide IT support for remote sites both remotely and through on‑site visits when required, ensuring users across all locations receive consistent and timely technical assistance.
• Deliver dedicated technical support to executives and directors, providing a high level of service, discretion, and rapid response to minimise disruption to business operations.
• Coordinate new starter IT setup, including preparing laptops, mobile devices, and account access ahead of start dates to ensure all equipment is ready on time.
• Deliver IT inductions for new starters on their first day, introducing them to systems, tools, IT policies, security expectations, and best practices to support a smooth onboarding experience.
• Respond to IT support queries via phone, email, and ticketing system (ServiceNow).
• Log, triage, and resolve incidents and service requests in accordance with SLAs.
• Provide support for Windows 11, Office 365, and standard business applications.
• Assist with hardware setup and troubleshooting (laptops, desktops, printers, mobile devices).
• Support user account management via ADX and Microsoft Entra ID.
• Escalate complex issues to 2nd/3rd line support or relevant resolver groups.
• Maintain accurate documentation of issues, resolutions, and user interactions.
• Participate in onboarding/offboarding processes, including device provisioning.
• Contribute to knowledge base articles and service improvement initiatives.
• Ensure compliance with IT policies, security protocols, and GDPR requirements.

Skills Required:

• Demonstrate a genuine interest in their chosen field.
• Are enthusiastic, proactive, and eager to learn.
• Are self‑motivated with strong organisational skills.
• Have a logical, methodical approach to problem‑solving.
• Show excellent attention to detail and accuracy.
• Can work effectively under pressure and meet deadlines.

Personal Qualities:

• Customer-focused with a proactive and solution-oriented mindset.
• Professional and reliable.
• Strong attention to detail.
• Able to handle sensitive information with discretion.

Future Prospects: Our Apprentice Programme allows you to begin your career within a global, innovative organisation while contributing to meaningful projects.

Training Provided: BPP apprenticeship training programmes are delivered virtually by our fully qualified and industry-experienced training team. Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Qualifications Required: Hold equivalent GCSE Grades 9–4 in Maths and English.