IT Support Apprenticeship
| Company: | Lifetime Training |
|---|---|
| Salary: | £27,000 to £27,000 a year |
| Hours: | Full-time |
| Location: | PO15 7PA |
| Working pattern: | On-site |
| Job type: | Apprenticeship |
| Posting date: | 2 Sept 2026 |
| Closing date: | 2 Oct 2026 |
Summary
The main day-to-day of this role is to provide an excellent first response to customer's IT queries whilst maintaining our high level of customer satisfaction and fix rate. You will be managing your own ticket triage where you will assess the ticket priorities and escalate them to the wider team where needed. You will need to have a good experience of communicating with third parties and customers via email and the phone whilst achieving our Service Level Agreements with our customers.
Duties and Responsibilities of our 1st Line IT Service Desk Engineer:
- To provide excellent customer care and support through efficient and organised ticket management
- Providing first response fixes to customers via the phone or email
- Providing resolution to incidents and requests, and appropriately escalating all others
- Ticket triage - assessing ticket priorities and escalating when required.
- Liaising with third parties and customers with regards to incident resolution and requests
- Handling customer requests and escalate according to company procedures.
- Manage work queues and prioritise events, ensuring compliance with SLA's.
- Assist the service desk supervisor in managing our service desk in such a way as to deliver excellent customer service.
- Work efficiently and productively to achieve and exceed SLA's, KPI's and profitability targets.