Acting as first-line support for incoming incidents via phone, email, and ticketing systems
Logging, categorising, and prioritising incidents accurately
Providing basic technical support for: IT systems and hardware, network and connectivity issues, and voice and telephony services
Troubleshooting issues using knowledge bases, and guidance from senior engineers
Escalating unresolved incidents to second-line or third-line teams when required
Communicating clearly with customers, keeping them informed of progress
Maintaining accurate documentation and ticket notes
Supporting general IT and operational tasks as required
Training
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, wellbeing, and readiness for assessments.
After the apprenticeship
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.
Entry requirements
GCSEs: Any subject grade 4+ (A-C); Maths and English grade 3+ (D or above)
What you’ll need
GCSE
Any subject: 4+ (A-C)
GCSE
Maths and English: 3+ (D or above)
Skills: Communication skills, IT skills, Attention to detail, Problem solving skills
Taken from the listing. Check the full advert before you apply.