Junior IT Service Desk Representative (Apprentice)

You don’t need to go to university to kickstart your career! Do you want to be learning whilst you are earning and keeping up to date with the latest technology? By choosing Primary Goal as your training provider, you will be learning whilst you're earning and keeping up to date with the latest technology. At the same time, CompTIA learning content is at the heart of our delivery, providing you with the knowledge for your Level 3 Information Communications Technician apprenticeship.

Are you passionate about technology and eager to start your career in IT? We are recruiting on behalf of iAM where you will gain valuable experience as a Level 3 Information Communications Technician, following the Support Technician pathway. We pride ourselves on the support we give our apprentices; you won’t be left on your own to figure things out, we will support you throughout your apprenticeship journey together with your employer.

iAM Compliant is looking for an enthusiastic Junior IT Service Desk Apprentice to join their growing team! This is an exciting opportunity to gain hands-on experience in IT support while learning from industry experts. Our IT Service Desk team helps customers troubleshoot technical issues, ensuring they get the most out of our innovative SaaS platform. As an apprentice, you’ll receive training and mentorship, developing the skills needed to succeed in the tech industry.

MAIN PURPOSE AND SCOPE OF THE JOB

Working with the wider operational teams (customer delight, account management and onboarding), the aim is to oversee and manage (both proactively and reactively) the day-to-day problems, errors and issues that customers encounter when using our SaaS products. This role will need to balance working with other HelpDesk resources, but also have an ability to jump in and provide hands-on technical advice based on product knowledge and prior technology experience.

WHAT YOU’LL BE DOING?

• Assisting customers with IT support queries via email, chat, and phone.
• Learning how to diagnose and resolve basic technical issues.
• Helping with data uploads and working with Excel spreadsheets to format information for our systems.
• Supporting the team with setting up and managing Single Sign-On (SSO) and other integrations.
• Documenting common issues and updating the knowledge base to help customers self-serve.
• Collaborating with different departments, including Customer Support and Account Management.
• Identifying potential system improvements and feeding ideas into the team.

WHAT WE’RE LOOKING FOR?

We don’t expect you to have years of experience—this is a learning opportunity! However, the ideal candidate will have:

• A strong interest in IT, technology, and problem-solving.
• Some familiarity with Microsoft Excel (or a willingness to learn quickly!).
• Great communication skills and a customer-focused attitude.
• A logical approach to troubleshooting technical issues.
• The ability to work as part of a team and ask for help when needed.
• Any relevant coursework or qualifications in IT, Computer Science, or related areas (e.g., BTEC, A-levels, or T-levels) would be a bonus.

WHAT YOU’LL GAIN?

• Hands-on experience in IT support within a fast-growing SaaS business.
• Mentorship and training to develop technical and customer service skills.
• The chance to work with modern IT systems, including CRM platforms and cloud services.
• A structured learning path with the opportunity to progress within the company.

The training you'll be provided with includes:

• Comprehensive introductory modules to technical concepts Level 3 Information Communications Technician apprenticeship standard.
• Training for all pathways of your IT career (support technician, network technician, digital communications technician).
• Specialising in a portfolio of evidence for the Support Technician pathway.
• e-learning training materials.
• Bi-weekly virtual classroom training on all options of the apprenticeships.
• Access to virtual labs to develop technical competency.
• Monthly work-based coaches visits and competency checks.
• 9 am – 5 pm Support desk for technical support.
• Personal Learning and Thinking Skills and Key Skills development.
• Option for vendor and technical certificates - e.g. CompTIA.

You will also have the opportunity to network with a range of other apprentices on our programme who can share ideas, offer suggestions and support. Our apprentices love being able to help each other!

As one of our apprentices, you will also have access to our online portal that will provide you with information and technical guidance, as well as links to the helpdesk to speak to technicians who can give real-time advice and support.

Working Week: Full-time Monday to Friday – 37 hours per week. 9AM – 5PM. In person at the Chester Office.

Salary: £23,000 – £25,000 - DOE.

Desired Qualifications: We require someone who is educated to GCSE standard English and Maths grade 4 (or above), or Functional Skills Level 2 in English and Maths.

Expected Duration: 15 months and 4 Months End Point Assessment.

Where a Primary Goal apprenticeship can take you: This is a great opportunity for you to develop skills that will enhance your networking career. On passing your Primary Goal apprenticeship, you will gain professional recognition for the Register of IT Technician (RITTech). We also offer a progressive step in some cases, onto our Level 4 Network Engineer apprenticeship programme.

PLEASE NOTE: We will require a copy of your CV. When completing your CV, please consider the job description and the role you are applying for. Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject. Hold international equivalents of the above qualifications. You must be able to provide an official document stating how your international qualifications compare to the UK qualifications at the time of your application.

Disability Confident: Primary Goal is committed to being a Disability Confident Training Provider, and as such will make reasonable adjustments required for interview. Please discuss any requirements which you may have with the Recruitment Team.

Due to the high volume of applications received, we cannot always reply to all individuals who have applied for the role. If you have not heard from Primary Goal within four weeks of the closing date, please presume that your application has been unsuccessful.