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First Line Helpdesk Engineer Apprentice

  • QA Apprenticeships
  • , Hampshire
  • £7.55 per hour
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  • GMFJ Reference
    258291
  • Wages
    £7.55 p/h
  • Hours
    40.00 per week
  • Date Posted
    06/03/2025
  • Start Date
    14/04/2025
  • Duration
    Not Specified

  • Location
    Basingstoke
  • Status
    Now Taking Applications
  • Sector
    IT
  • Opportunity Type
    Advanced Level 3
  • Employer
    QA Apprenticeships

Description

At Workplace Connect, we started with one simple belief: IT should make your life easier, not harder. After watching firms lose time, clients, and trust due to unreliable tech support, we knew something had to change. Today, we’re proud to be the team that businesses rely on when nothing less than excellence will do.



We would be looking for an apprentice to work 40 hours a week from 09:00-18:00 (there may be possibility for a 08:30-17:30 shift) 



Pay: £7.55 an hour (in line with April’s min wage increase for apprentices under 18) or min wage for any respective age above this. 



Overview: 



The number one goal of everyone in our team is to make our Clients exceptionally happy. The 1st Line Helpdesk Engineer plays an important role in making sure that happens. 



The 1st Line Helpdesk Engineer handles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way. 



When help is needed the 1st Line Helpdesk Engineer can get help from or escalate issues to other members in Service Team. 



Responsibilities:





  • Act as the first point of contact for customers through our helpdesk via phone, email, or ticketing system.


  • Deliver exceptional customer service by providing a friendly, quick, and helpful experience to clients.


  • Perform basic remote troubleshooting to resolve client issues efficiently.


  • Use the ticketing system to manage, resolve, and document all helpdesk tickets and service requests.


  • Ensure client documentation is accurate, up-to-date, and well-maintained at all times.


  • Split complex tickets with multiple issues into individual tickets for better tracking and resolution.


  • Monitor and address "stale" tickets to ensure timely progress and client satisfaction.


  • Assist the projects team with on-site or remote project delivery when additional resources are required.




Skills and Attributes:





  • Strong problem-solving skills with a passion for tackling challenges head-on.


  • Excellent communication skills, with a focus on active listening and clear articulation.


  • Basic understanding of support tools, techniques, and how technology is used to deliver services.


  • Familiarity with operating systems, business applications, printing systems, and network systems.


  • Ability to type quickly and accurately while multitasking, such as talking on the phone.


  • A commitment to delivering an outstanding client experience with every interaction.


  • Fundamental IT literacy, including knowledge of IT applications, software, and hardware.


  • Adaptability and a willingness to keep pace with the ever-evolving IT industry.




Entry Requirements:



  • 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject


  • GCSE Maths and English (or equivalents) at grades 3+ (D or above)


  • Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject




You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

 

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

 

For more information please visit the UK ENIC website.

Perks: 





  • Get your birthday off


  • Eye Tests covered!


  • An easy-going environment and culture (we all enjoy what we do)


  • A Proactive Approach to Ongoing Training to help you develop life-long skills




Future Prospects: 



90% of QA Apprentices secure permanent employment after finishing their apprenticeship.  Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks. 



Important Information: 



Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. 



Apply now!

For more information about this vacancy please contact QA on 01793696141 (Ref ID: 258291)

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