Reporting to the Service Desk Team Lead, the Apprentice IT Service Desk Engineer will provide support to internal customers, helping them to be productive when using technology to do their own jobs, by using tools to problem solve and trouble shoot non routine problems. This includes setting up people on systems and providing support when needed, rectifying issues to maintain the organisations productivity. What you will be doing, over time and with training and the supervision of experienced colleagues… Helping diagnose malfunctioning systems, hardware and software Logging and managing ICT technical support incidents and queries Setting up new users on both our systems and on any hardware required for their role Testing new software and hardware and reporting on its suitability to the business Creating new knowledge base articles for our customer portal and other members of the team Assisting with the ongoing provision of a secure ICT infrastructure Acting as part of the first line team you will be responsible for managing the teams queue as well as your own so as to deliver services within agreed service level agreements Acting as a first point of contact to the colleagues, you will problem solve users technical questions to a wide range of abilities. Maintaining our asset register along with user profiles and system access rights Completing all requirements of the apprenticeship programme and ensure other essential learning has been achieved within an a timely manner Representing Great Places in a professional manner with integrity, inclusivity and respect for diversity Treating customers and colleagues with respect and empathy Working 35 hours per week and having a flexible approach to work What you’ll need… Experience of working in a customer focused environment, with a proven ability of delivering a high standard of customer service would be beneficial Excellent written and verbal communication skills Ability to work as part of a team, as well as using your own initiative and time management skills to deliver tasks on time Keen eye for detail and good organisational skills Good level of ICT skills including the full range of Microsoft applications and the ability to use technology such as a mobile phone, tablet and laptop Commitment to completing all parts of the training programme Commitment to observe and comply with all policies / procedures / working practices / regulations and in particular Great Places Equality and Diversity Policy, Health and Safety Policy and Safeguarding Policy Key dates Assessment day – 8th May Interviews – 15th May Start date – June 2025