IT Support Apprentice

Apprenticeships; Glasgow; On-site; GBP 21,000; Full time

Job summary

A training provider in the UK is seeking an IT Support Apprentice to start a career in IT. The role involves managing incidents, logging enquiries, and ensuring customer satisfaction. Candidates should be passionate about IT, eager to learn, and possess excellent communication skills. This apprenticeship provides a dedicated skills coach and leads to a nationally recognized qualification. Apply now to begin your career in a supportive environment.

Benefits

Great starting salary

Opportunity to progress internally

Qualifications

• Passion for IT.
• Enthusiasm to learn.
• Excellent communication skills.
• Strong work ethic.
• Interest in problem solving.
• Desire to build relationships within the Service Desk Team and the wider organisation.

Responsibilities

• Assess and respond to incidents logged according to customer needs.
• Log all incoming calls, chats, web and emails to the service desk.
• Ensure all information is accurately recorded in the service management tool.
• Ensure that incidents/requests are assigned to the correct resolver team.
• Take ownership of logged incidents/requests.
• Coordinate with Incident Management for service outages.
• Plan and prioritise workload to meet deadlines.
• Develop and maintain knowledge and skills.

Job description

Job Overview

IT Support Apprentice at Scottish Apprenticeships

Salary: £20,800 per annum
Working hours: Monday to Friday, 9am – 5:30pm

Benefits

• Great starting salary
• Opportunity to progress internally

Future Prospects

90% of QA apprentices secure permanent employment after completing the programme – 20% higher than the national average.

Responsibilities

• Assess and respond to incidents logged according to customer and priority needs, aiming to reach resolution in agreement with relevant SLAs and maximise customer satisfaction.
• Log all incoming calls, chats, web and emails to the service desk.
• Ensure all information is accurately recorded in the service management tool ServiceNow.
• Ensure that incidents/requests are assigned to the correct resolver team.
• Take ownership of logged incidents/requests, tracking the progress of all calls and following up with the customer to ensure satisfaction, updating the incident log at all stages.
• Coordinate with Incident Management to ensure that service outages are correctly communicated to the business or affected users.
• Plan and prioritise workload to meet deadlines and targets while following processes that ensure a high‑quality service is provided to both internal and external customers.
• Develop and maintain knowledge and skills, staying current with new processes, procedures and developments.

Qualifications

• Passion for IT.
• Enthusiasm to learn.
• Excellent communication skills.
• Strong work ethic.
• Interest in problem solving.
• Desire to build relationships within the Service Desk Team and the wider organisation.

Important Information

This vocational apprenticeship provides comprehensive support for your specific job role. You will receive a dedicated skills coach and a mentor at work who will help you develop the necessary skills and pass assessments. On completion you will gain a nationally recognised qualification at SCQF Level 8.

If you are interested in starting your career while earning a work‑based qualification, apply now. The advert may close before the stated closing date if a high number of applications are received.

Apply Now

Click the "Apply now" button to start your new career with this apprenticeship.