IT Service Desk Apprentice

Overview

Location: Vesty Business Park, Vesty Road, Bootle, L30 1NY

Qualification: Level 3 Information Communications Technician

Starting salary: £17,500

Ref: 1959

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.
• Take ownership for all incidents and requests.
• Initial incident triage of all requests.
• Maintain rapport with customers by understanding their support requirements.
• Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution.
• Learn and follow the Escalations Procedure and understand the process.
• Ensure timely call resolution to achieve Service Level Agreements.
• Learn how to document existing IT solutions and processes.
• Identify improvements to existing IT solutions and processes.
• 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; 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 to detail. Communication is vital; you will need to be an effective communicator both in writing and verbally.

The Requirements

• Minimum of 5 GCSEs 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 Lifetime 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, offering opportunities to develop and learn new skills while making an impact.
• We are committed to creating an inclusive culture that respects and values difference and celebrates diverse ideas.
• 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 of the UK’s critical digital infrastructure. We help connect thousands of people and communities using the best technology and innovation available. You’ll be part of a team of more than 3,000 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.