1st Line Service Desk Apprentice (Birmingham, GB)

Atos
United Kingdom
Workplace: OnsiteInternshipFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Communication","Problem-solving","Empathy","Teamwork","Customer service mindset"]

Provide first-line IT support for a UK public-sector client, serving as the “face” and first point of contact for users with technical issues. Triage incoming calls, emails, tickets, and web chats; accurately log incidents; resolve basic problems like password resets, account unlocks, and common Office 365 queries; and escalate complex cases to 2nd/3rd line teams. Spend 20% of working time on apprenticeship study while building customer-focused support skills.

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Atos
Atos
13 hours ago

1st Line Service Desk Apprentice (Birmingham, GB)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Provide first-line IT support for a UK public-sector client, serving as the “face” and first point of contact for users with technical issues. Triage incoming calls, emails, tickets, and web chats; accurately log incidents; resolve basic problems like password resets, account unlocks, and common Office 365 queries; and escalate complex cases to 2nd/3rd line teams. Spend 20% of working time on apprenticeship study while building customer-focused support skills.
Location: United Kingdom
Workplace: Onsite
Employment Type: Internship
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Act as the first point of contact for client IT issues via calls, emails, tickets, and web chats.
  • •Log faults and requests accurately in the Service Management tool.
  • •Troubleshoot and resolve basic issues including password resets/account unlocks, software installation, Microsoft Office/365 queries, and common hardware faults.
  • •Escalate complex issues to 2nd or 3rd line support teams.
  • •Keep users updated on ticket status and customer satisfaction while dedicating 20% of time to apprenticeship learning.

Pay and Benefits

Perks:Paid LeaveHealth InsurancePensionEmployee Discounts

Key Requirements

  • •No previous professional IT experience required; the role is based on potential and attitude.
  • •Excellent verbal and written English skills for explaining technical topics to non-technical users.
  • •Genuine interest in IT and computers, with a logical approach to diagnosing and fixing issues.
  • •Patience and empathy for helping users who are frustrated by technical problems.
  • •GCSE Maths and English grade 4/C or above, and must have the right to work in England and have lived there for the last 5 years.
Education:High School
Skills:CommunicationProblem-solvingEmpathyTeamworkCustomer service mindset
Languages:English
Tech Stack:Microsoft Office 365Service Management tool

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Atos
Global digital services and consulting firm delivering cloud, cybersecurity, big data, digital workplace, and managed services to enterprise and public sector clients. Provides IT transformation, systems integration, and outsourcing solutions worldwide.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Bezons, France
Founded: 1997
WebsiteLinkedIn