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Level 3

IT Service Desk Apprentice

CONNECT SYSTEMS LIMITED · CHESHAM

Live

Advertised to close on 25 November 2026, but employers often close early.

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Pay
£19,000 a year
Hours
40 a week
Length
17 months
Starts
2 Dec 2026
Advertised closing date
25 Nov 2026
Openings
1 position
Last checked
2 hours ago
Go to the advert

Applications are handled by CONNECT SYSTEMS LIMITED directly.

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What you would do

The IT Service Desk Apprentice role exists to get clients working again quickly, taking first contact on support requests, triaging them accurately and resolving common issues first time. The role owns its service desk tickets, SLA compliance, ticket triage, 1st line troubleshooting, and billable hours.

Day to day

  • Work tickets from the service board in priority order, with full notes and accurate time entries
  • Keep clients updated at every stage and confirm resolution before closure
  • Be the first point of contact for all client tickets, providing first contact resolution where possible
  • Liaise with clients, internal staff and third parties to deliver a consistent service
  • Triage incoming tickets — categorise, prioritise and assign or resolve — in line with the triage process
  • Capture the right information first time so that escalations do not bounce back
  • Resolve common issues first time — passwords, Microsoft 365, printing, endpoint and user set-up
  • Escalate to Tier 2 promptly when a ticket is beyond 1st line or at risk of SLA breach
  • Meet response and resolution SLAs on every ticket assigned
  • Encourage SmileBack responses and act on feedback
  • Ad hoc site visits or onsite engineer cover may occasionally be required, where you will be expected to represent the company professionally
  • Continuously build knowledge across the software and hardware technologies the team supports
  • Develop internal documentation as required
  • Work with the Service Desk Manager to develop internal processes

What you would study

Information communications technician (level 3)

The programme integrates live and online workshops with self-paced learning, employing a guided discovery approach for individual learner contexts.

Learners are assigned a Digital Learning Consultant (DLC) for personalised coaching and support. These specialists ensure their successful progress, well-being, and readiness for assessments.

Training provider: QA LIMITED

Working week

8am - 5pm or 9am - 6pm.

What you need

  • GCSE 3 of any subject at grade 4+ (A* - C) (essential)
  • GCSE Maths & English at grade 3+ (D or above) (essential)

Skills they are looking for

  • Communication skills
  • IT skills
  • Problem solving skills
  • Team working

After the apprenticeship

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

Where

CHESHAM, South East (HP5).

Plan the journey by public transportOpens Google Maps.

About CONNECT SYSTEMS LIMITED

Connect Systems is an IT support and managed services company. They provide technology infrastructure and services.

Benefits

  • 20 days holiday + bank holidays
  • Pension
  • Free parking
  • Tech and Cycle to work scheme

Things to consider

Passing a Disclosure and Barring Service (DBS Check).

A car driver is essential.

Reference 2000061415.

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IT Service Desk Apprentice, CONNECT SYSTEMS LIMITED