Service Desk Apprenticeship (September 2026) in Durham

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?