IT Service Desk Apprentice

About the role

We are looking for a proactive, customer‑focused IT Service Desk Apprentice to join our team and provide 24/7/365 support for end‑users. You will help maintain optimal performance of IT systems while gaining hands‑on experience in a fast‑paced environment.

Key responsibilities

• Act as the first point of contact for IT inquiries via phone, email or ticketing system.
• Troubleshoot and resolve issues related to operating systems, applications, printers, networks and other IT tools.
• Document support requests and resolutions accurately in the ticketing platform.
• Contribute to internal knowledge‑base articles and user guides.
• Communicate status updates to users and provide clear resolution instructions.
• Escalate unresolved issues to appropriate support teams.
• Monitor system alerts and perform routine health checks.
• Collaborate with other IT teams to resolve complex problems and improve service delivery.
• Follow ITIL best practices, SLAs and Prolinx security policies.

Required profile

• Strong customer service orientation and professional demeanor.
• Ability to work independently and as part of a team.
• Eagerness to learn and develop technical skills in a secure environment.

Required skills

• Familiarity with Microsoft 365.
• Experience with VDI solutions, Teams and SharePoint.
• Basic knowledge of ServiceNow or Jira Service Management.

What we offer

• Structured apprenticeship programme with mentorship.
• Exposure to cutting‑edge cloud and security projects.
• Competitive salary and professional development opportunities.