Apprentice (ICT Service Desk) in Swindon

About Prolinx: Prolinx, The Secure Sovereign Company, established in 1997, is a British owned SME with assured UK sovereign data centres. We 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.

About the role: We are seeking a proactive and customer-focused IT Service Desk 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.

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 escalate 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 demeanour and ensuring high user satisfaction.
• Adhere to the Prolinx Security Policies in all practices to ensure our continued compliance with the Secure by Design Principles.

Desirable skills:

• Familiarity with relevant engineering tools, programming languages, or technologies.
• Familiarity with enterprise products such as Microsoft 365, VDI solutions, and collaboration tools (e.g., Teams, SharePoint).
• Strong desire to learn and develop technical skills.
• Hands-on experience with tools like ServiceNow, Jira Service Management, or similar ITSM platforms.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Basic problem-solving skills and the ability to troubleshoot hardware and software issues effectively.
• Strong customer service orientation, with a focus on providing timely and effective support.
• UK driving licence – required.

Entry requirements: 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 is in a similar subject. You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme. If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

Working hours: 9am - 9pm, 4 on 4 off, 12 hour shifts.

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 QA: Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we’re a top 50 training provider, dedicated to helping you succeed.

Interested? Apply now! Please be advised that this advert may close prior to the closing date stated above if a high number of applications are received. If you are interested in this vacancy please apply below as soon as possible.