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For Companies At a Glance
- Tasks: Join our Service Desk team, providing top-notch customer support and resolving IT issues.
- Company: Friendly IT consultancy focused on problem-solving and client success.
- Benefits: Unlimited holidays, private healthcare, and a fully funded degree.
- Other info: Clear career progression opportunities in a supportive environment.
- Why this job: Make a real difference by helping people with technology while growing your skills.
- Qualifications: Passion for problem-solving, excellent communication, and a proactive attitude.
The predicted salary is between 20000 - 26500 £ per year.
Who you’ll be joining
We’re problem solvers at heart. Sometimes the answer is technology, sometimes it is strategy, and sometimes it is a strong cup of tea and a bit of thoughtful conversation. Whatever it takes, we work it out with our clients. We’re an IT consultancy that helps organisations get the best out of their technology. That means keeping them secure and keeping the bad guys out, making sure everything works and is easy to use, and doing smart things with data and software to give their business an edge. It is important work, and we care about doing it well and for the right reasons. Life at Waterstons is friendly, flexible and built on trust. We hire people who are curious, thoughtful and good at getting to the heart of a problem. You get support, trust and room to grow in a place that still feels human. The unlimited holidays and private healthcare are a nice touch, although most people stay because it feels like the right place to do good work with good people.
About the Role
As an Apprentice IT Engineer, you’ll join our busy Service Desk team as the first point of contact for our customers. You'll help by answering calls, triaging tickets, and resolving incidents and service requests. Exceptional customer service is at the core of this role. We’re seeking someone who is approachable, patient, and empathetic - someone who recognises that behind every ticket, phone call, or face-to-face interaction is a person in need of support. We’re passionate about helping our apprentices grow and develop within the business.
What We’re Looking For
- A genuine interest in problem-solving and helping people
- Excellent customer service skills
- Strong communication skills
- A proactive attitude with a willingness to learn and develop
- Smart, dependable, and proactive
What You’ll Gain
- A fully funded Digital and Technology Solutions Professional Integrated Degree
- Real-world experience in a supportive IT environment that serves multiple customers
- Clear opportunities for long-term progression within the business
What You’ll Do on a Typical Day
- Provide outstanding customer service via phone, our ticketing system and in person.
- Triage incoming tickets and prioritise effectively
- Resolve incidents and service requests
- Learn and practise key IT processes including incident management, change control, and major incident response
- Work alongside experienced engineers and specialists to support our customers
Candidate Specification
The ideal candidate will have a strong passion for problem solving and inquisitive. They have a high level of interpersonal skills and can show a strong understanding of customer care. They should be proactive – able to speak out if they need help and pick up work without being asked. We’re looking for candidates who present themselves well and show an understanding of basic professional behaviour in an office environment or self-awareness to learn these skills. They should have career aspirations beyond the Services Desk even if they don’t know what that is yet.
Working Hours
8:30am till 17:00pm - Monday to Friday
Future Prospects
- To join one of our many functions Service Desk as part of our 24h team
- Infrastructure monitoring as part of 24h team
- Backup assurance
- Technical Services
Starting salary £20,000 rising to £26,500 throughout apprenticeship
Requirements
- Maths and English - Minimum Grade 4 (C) or Functional skills level 2
- Must also hold a Level 3 qualification
Questions to think about
- Tell us about a time you helped someone with a problem - what did you do, and how did they react?
- If you could spend a weekend doing absolutely anything, what would you do and why?
Service Desk Apprenticeship (September 2026) in North East employer: Waterstons Limited
Contact Detail:
Waterstons Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Apprenticeship (September 2026) in North East
✨Tip Number 1
Get to know the company culture! Before your interview, check out their website and social media. This will help you understand what they value and how you can fit in. Plus, it gives you some great talking points during your chat!
✨Tip Number 2
Practice your problem-solving skills! Since this role is all about helping people with tech issues, think of examples from your past where you've solved problems or helped someone out. Be ready to share these stories during your interview!
✨Tip Number 3
Show off your communication skills! Whether it's through a phone call or face-to-face, being approachable and clear is key. Try to engage in conversations with friends or family about tech topics to build your confidence.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in joining our team. Don’t forget to follow up after applying – a little nudge can go a long way!
We think you need these skills to ace Service Desk Apprenticeship (September 2026) in North East
Some tips for your application 🫡
Show Your Problem-Solving Skills: In your application, make sure to highlight any experiences where you've tackled a problem head-on. We love candidates who can think on their feet and come up with creative solutions, so don’t hold back!
Emphasise Customer Service Experience: Since exceptional customer service is key for us, share examples of how you've helped others in the past. Whether it’s through a job, volunteering, or even helping friends, let us know how you’ve made a difference.
Be Yourself: We’re looking for genuine people who are curious and approachable. Don’t be afraid to let your personality shine through in your application. Authenticity goes a long way in making a connection with us!
Apply Through Our Website: To make sure your application gets to the right place, apply directly through our website. It’s the best way for us to see your enthusiasm and ensure you’re considered for this exciting opportunity!
How to prepare for a job interview at Waterstons Limited
✨Know Your Stuff
Before the interview, brush up on basic IT concepts and customer service principles. Familiarise yourself with common issues that a Service Desk might encounter, as well as the tools used for ticketing and incident management. This will show your genuine interest in the role and help you answer technical questions confidently.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully solved problems or helped someone in need. Think about times when you had to be patient and empathetic, as these qualities are crucial for the role. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or what a typical day looks like. This not only shows your curiosity but also helps you determine if the company culture aligns with your values.
✨Be Yourself
Remember, they’re looking for someone who fits into their friendly and supportive environment. Be genuine in your responses and let your personality shine through. Show them that you’re approachable and eager to learn, which is exactly what they want in an apprentice.