Kick-start your IT career with Prolinx!
Support users, solve technical issues and build hands-on service desk skills in a collaborative team, with 24/7 rotational shifts.
We are seeking a proactive and customer-focused apprentice to join our team in providing 24/7/365 support for end users. The ideal candidate will be responsible for delivering high-quality technical support, troubleshooting and resolving IT issues, and ensuring minimal downtime for our users, no matter the time of day. This is an exciting opportunity for someone who thrives in a fast-paced environment and is dedicated to ensuring the optimal performance of IT systems and services.
This is typically an entry-level position, suitable for someone who has recently graduated or are early into their IT career, typically working under the direct supervision of more senior engineers.
Responsibilities
- Serve as the primary point of contact for all IT-related inquiries and incidents from end-users via phone, email, or ticketing system
- Troubleshoot and resolve issues related to operating systems, applications, printers, networks, and other IT-related tools
- Document all support requests and resolutions in the ticketing system, ensuring accuracy and completeness
- Contribute to the development of internal knowledge base articles and user guides to improve self-service and troubleshooting
- Communicate with end-users to update them on the status of open issues and provide clear instructions for resolution
- Prioritise and escal… unresolved issues to other support teams as necessary
- Monitor system alerts and perform routine checks to ensure IT services are running optimally
- Collaborate with other departments and IT teams to resolve complex issues and improve service delivery
- Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines
- Provide excellent customer service, maintaining a professional demeanor and ensuring high user satisfaction
The Entry Requirements For This Programme Are As Follows
- 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
- GCSE Maths and English (or equivalents) at grades 3+ (D or above)
- Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship in a similar subject
Working Hours
This role requires the ability to work in a 24/7/365 rotational shift pattern, including nights, weekends, and public holidays. Flexibility and a positive attitude are essential for success in this role.
Benefits
- Pension scheme: Generous pension plan with company contributions up to 10%
- Electric car salary sacrifice scheme: Enables employees to obtain an electric vehicle through salary sacrifice arrangements
- Annual learning credits: Funds allocated for continuous professional development each year
- Company bonus schemes: Performance-based bonuses available
Future Prospects
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.
About the Company
Prolinx are industry leading experts at delivering innovative cloud solutions to Defence, National Security, Government, Academia and Industry and their partners where seamless connectivity and collaboration is the key to enabling secure data driven success.
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IT Service Desk Level 3 Apprenticeship - Prolinx in Swindon employer: QA Limited
At Wolseley Group, we are committed to fostering a supportive and inclusive work environment where our employees can thrive. As a Business Analyst Apprentice, you will benefit from our award-winning Wolseley Talent Guild, which offers structured training and development opportunities, ensuring you gain valuable skills while contributing to meaningful projects. Located in Warwick, you'll enjoy a range of benefits including a generous pension scheme, enhanced leave options, and access to health and wellbeing resources, making us an excellent employer for those looking to build a rewarding career.
