Network jobs in United Kingdom

Reporting to the IT Manager, the Service Desk Technician Apprentice will learn and become familiar with the processes, procedures, and policies of the wider group IT Service Desk Team. You will be responsible for logging, diagnosing, and assisting in the resolution of issues raised by VIPs and users, covering a variety of hardware and software packages. Under supervision, you will help with the installation and configuration of new hardware, software, and services, and provide first-line technical support to users across the business. Throughout your apprenticeship, you will develop your technical skills, customer service abilities, and understanding of IT service desk operations, contributing to the delivery of high‑quality support.

• Assist in providing end‑user support to VIPs and users via telephone, remote support, email, and face‑to‑face interactions, engaging with users at all levels across the organisation.
• Log, triage, and help resolve IT incidents and requests using the ITSM system (ServiceNow).
• Support technical investigations of user issues under supervision, escalating problems to senior team members or higher support tiers when necessary.
• Learn and apply troubleshooting techniques for hardware, software, and network issues, including desktops, laptops, printers, and mobile devices.
• Assist with installation, configuration, and maintenance of hardware, software, and services, including new deployments, upgrades, and endpoint activities.
• Support Active Directory administration and deployment of software via Endpoint Manager.
• Help maintain and update technical documentation and user‑friendly support articles.
• Assist with printer and consumable support, including driver installation, stock management, and basic troubleshooting.
• Support basic hardware repairs and part replacements under supervision.
• Assist with telephony and video conference system setup and support (SIP/VOIP, video conferencing).
• Help configure and support iOS/Android mobile and tablet devices and deployment of 4G/5G dongles.
• Learn basic networking concepts (TCP/IP, Ethernet) and assist with network patching and troubleshooting.
• Support new site/office setups and moves in collaboration with the networking team.
• Assist with IT stock management (laptops, monitors, cables, peripherals) and request components via ServiceNow.
• Participate in IT projects as directed by the IT Manager or other senior IT staff.
• Communicate effectively with IT team members and stakeholders regarding events that may impact IT services.
• Maintain a clean and organised working environment and assist with general housekeeping of IT equipment.
• Handle user concerns and complaints professionally, escalating as needed.
• Provide cover for the IT helpdesk team and support internal teams as required.
• Participate in occasional out‑of‑hours, weekend, or bank holiday work as needed for business continuity and learning.

• Participate in IT team meetings, training sessions, and workshops to develop technical and customer service skills.
• Assist with maintaining and updating the IT knowledge base, FAQs, and internal documentation.
• Good level of working IT knowledge and practices.
• Support the onboarding and off‑boarding process for users, ensuring equipment and access are set up or removed as required.
• Monitor industry news and trends, sharing relevant updates with the IT team.
• Help test and evaluate new hardware, software, or IT solutions under supervision.
• Keep working area, cupboards, and storage area clean, tidy, safe and equipment/spares organised.
• Support other IT projects and initiatives as directed by senior team members.

• Basic IT literacy and familiarity with computers, operating systems, and common software applications.
• Any introductory IT certifications (e.g., CompTIA IT Fundamentals, Microsoft Technology Associate).
• Experience working with an ITSM system.
• Windows Operating Systems.
• Active Directory.
• Office 365 Helpdesk Administration.
• Microsoft Teams.
• Experience of supporting Microsoft Office applications.
• Understanding and support of anti‑virus products.
• Understanding of web gateway filtering.
• VPN support, understanding of networking concepts.
• Queue management; prioritise, plan, organise and manage own time to assure support tickets are dealt with in expected timescales.
• Be able to prioritise workload.
• Knowledge of best practice and trends in IT.

We advocate for difference and champion diversity to foster an inclusive environment that allows our people to bring their true selves to their work every day and enable our people to thrive by promoting health and preventing harm. Keltbray welcomes everyone who shares our values, regardless of their age, belief, disability, ethnicity, gender identity, maternity status, marital status, pregnancy, religion, sex or sexual orientation.

Internship

Full‑time

Information Technology

Construction

Esher, England, United Kingdom