IT Service Desk Apprentice

When you join one of Telent's Apprenticeship Programmes you will be working as part of a company that affects the everyday lives of people across the UK and Ireland. With our diverse portfolio of projects and areas of specialities, we offer a range of apprenticeships to suit different types of learners. You will have the opportunity to grow, develop and learn from professionals whilst building your career with Telent and gaining industry leading qualifications. We rely on our Early Careers Talent to become our leaders of the future, so it’s vitally important for us to find the individuals with passion and potential to achieve together. Join Telent and be part of something bigger.

When you join our IT Team at Telent, you’ll be empowered to innovate and drive common solutions, working closely with technical experts who are proud of the impact their work makes. Come and join a high-performing team that are dedicated to complex and critical tasks. Help us build and keep the nation’s critical infrastructure connected and protected.

What you’ll do:

• Provision of 1ST, 2nd and 3rd line remote and in person IT support of End User Compute environment, software distribution and software packaging.
• Taking ownership for all incidents and requests.
• Initial incident triage of all requests.
• Maintaining the rapport with customers by displaying a detailed understanding of their support requirements.
• Maintaining high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution.
• Learn and follow the Escalations Procedure and understanding the process.
• Ensuring timely call resolution to achieve Service Level Agreements.
• Learn how to document existing IT solutions and processes.
• Identify improvements to existing IT solutions and process.
• Install, configure, upgrade and support hardware such as laptops, desktops, printers and telephony.
• Incident, Service Request & Asset management.
• Provide excellent customer service and support to ensure timely and effective resolution of user issues.
• Implement industry-accepted security baselines and provide compliance reporting.
• Evaluate user requirements and recommend technical solutions.
• Monitor and analyse computer system performance and capacity, and provide recommendations for improving the computing infrastructure.

Who you are & what to prepare for:

• This role would suit someone who is passionate about ICT, troubleshooting and enjoys problem solving.
• We don’t require individuals with experience as we will provide full training in all aspects of the role to ensure safe working practices are met.
• We are looking for candidates with the right attitude, commitment, and desire to learn.
• Although supported throughout the programme by us at Telent, you will need to take ownership of your tasks and personal development.
• Our customer service is critical to our users and the services we provide, and having a flair for customer service is an important trait to be successful in the role.
• You will need to have strong problem-solving and attention skills.
• Communication is vital; you will need to be an effective communicator both in writing and verbally.

The Requirements:

• Minimum of 5 GCSE's Grade 4 or higher (or equivalent qualification). This must include Maths, English and a Science or IT based subject.
• Must be eligible to work in the UK.
• Must be over the age of 18 by September 2026.
• Be able to pass government vetting and Security Clearance.

Programme Specifics:

• This apprenticeship is typically 24 months in duration.
• Starting salary of 17,500 which will increase throughout the duration of the programme.
• The qualification you gain will be a Level 3 Information Communications Technician.
• Our chosen training provider Bragd will support you in obtaining your qualification.
• You will be required to work onsite at our Liverpool location specified.
• On completion of your apprenticeship, we hope to offer you a full-time position with Telent where you can continue to pursue your career.
• You will be mentored by colleagues, supervisors, managers and tutors throughout the programme.

What we offer:

A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver. We nurture the talent that makes this happen, by our ongoing commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work.

The additional benefits with this role:

• 34 days holiday, including public holidays, plus the option to buy or sell five days each year.
• Company pension scheme.
• A range of family friendly policies.
• Occupational health support and wellbeing Portal.
• Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme.

About Telent:

Telent is a leading technology company and specialist in the design, build, support and maintenance, drawing on decades of experience in mission critical communications and technology. The work we do helps connect thousands of people and communities, using the best technology and innovation available. When you join us, you’ll have the opportunity to make a real impact on all our futures by fulfilling your potential and delivering high performance. We work together to make everyday life work better for everyone. You’ll be part of a team of more than 3,000 brilliant, dedicated people committed to getting the job done well.

Brilliance brought together. We are guided by our values and behaviours: Be Inclusive, Take Responsibility, Collaborate, Be Customer-focused.