Overview

As a Service Desk Apprentice, you will begin by learning the fundamentals of IT support and customer service under close guidance. Over time, you will take on more responsibility, develop confidence in decision-making, and work towards handling tickets independently.

By the end of the programme, you will be equipped with the skills and experience to progress into a fully-fledged Service Desk Engineer role.

Roles and Responsibilities:

• Respond to support requests via phone, email, and self-service portal, logging all details accurately in the IT Service Management system. Communicate clearly and professionally, always aiming to understand the customer’s perspective and provide timely, helpful responses.
• Perform basic troubleshooting and first-contact fixes (e.g., password resets, system checks) under guidance from senior team members, gradually building the ability to resolve issues independently.
• Monitor ticket queues and escalate appropriately, knowing when to act, when to ask for help, and when to pause to avoid unnecessary delays or rash decisions.
• Follow defined processes and scripts to ensure consistency, while looking for small ways to improve how tasks are delivered.
• Assist in maintaining accurate asset records and updating system statuses. Pay attention to detail and seek clarity on objectives to meet expectations.
• Participate in team meetings, training sessions, and regular progress reviews, staying open to feedback and using it to improve your performance.
• Take an active role in your own learning and development, proactively seeking opportunities to grow and volunteering for small tasks outside your immediate responsibility when appropriate.
• Stay positive and adaptable when facing challenges, asking for help when needed, and embracing new ways of working.
• Assist in maintaining customer documentation in knowledge bases, update them with any missing or inaccurate information.
• Remain open to learning opportunities across the wider business, including short-term placements or support in other teams where resource is needed. These experiences are designed to broaden your understanding of how different functions operate and contribute to your overall development.

Entry requirements

Essential Experience & Skills:

• 5 GCSEs including Maths and English
• Basic understanding of IT fundamentals (hardware, software, networking).
• Strong written and verbal communication skills.
• Experience of working in a customer service role.
• A willingness to learn and take directions from senior team members.
• Ability to troubleshoot common IT issues with guidance.

Desirable:

• Some hands-on experience with IT support (e.g., internships, personal projects).
• Exposure to ticketing systems or basic IT documentation.
• Awareness of ITIL or service management best practices.
• Familiarity with Microsoft 365, Windows, Linux and/or macOS environments.
• Familiarity with Microsoft desktop products i.e. Word, Excel, Outlook.

Skills requirements

IT skills, Attention to detail, Customer care skills, Problem solving skills,

Training to be provided

You will undertake the groundbreaking Apprentify Information Communications Technician Level 3 apprenticeship.

This programme will provide a broad foundation within the critical areas for entering a techincal role. During the apprenticeship, you will learn the intracies of IT systems, security measures, and cloud technologies as well as cultivate your ability to communicate effectively and build strong professional relations.

Key learning outcomes:

• Develop an understanding of cultural awareness and effective communication strategies.
• Learn techniques for maintaining and developing positive working relationships.
• Gain a foundational knowledge of relevant legislation and regulations.
• Explore methods for documenting tasks and understand the purpose of asset registers and routine maintenance.
• Acquire awareness of firewalls, basic VPN principles, and remote access concepts.
• Grasp the fundamentals of operating systems, hardware architecture, and the principles of remote device operation, including system upgrades and updates.
• Learn the principles of root-cause problem-solving and fault diagnostics for effective troubleshooting, including the use of log files and system tools.

Understand the principles of test plans and methods for evaluating system performance, including digital testing and basic scripting.
Duration: 13 months plus End Point Assessment.

Things to consider

Pension Plan • Clear Career Progression • Supportive and Friendly Team • Salary of £24,000

Future Prospects

If you're successful in your apprenticeship, a world of opportunity awaits. Many of our apprentices go on to secure permanent roles within Zenzero, progressing into Service Desk Analyst positions, Technical Services, or even specialist areas like Cyber Security, Data & Development, or Project Delivery. We’re passionate about internal growth, and we’ll support you every step of the way—with training, mentoring, and clear career pathways. Whether you want to become a technical expert, a team leader, or explore other parts of the business, your journey doesn’t end with your apprenticeship—it begins there.