1st Line Service Desk Apprentice Job at Birmingham, Staffordshire Full Time

Are you the person your friends and family turn to when their computer breaks? Do you have a passion for technology and a desire to develop a career in IT?

We are building a team to provide IT Support and Services to one of our critical public sector clients, with users across the UK. The initial team will work as 1st Line Support Desk Agent, under an Apprentice programme, completing a nationally recognised qualification while fulfilling your role.

You will be the “face” (and voice) of Atos for our clients. You will be the first point of contact for users experiencing technical issues, helping to resolve them quickly and efficiently.

Key Responsibilities

• Being first point of contact: Answering incoming calls, emails, tickets and web chats from clients regarding IT issues.
• Incident logging: Accurately logging details of faults and requests into our Service Management tool.
• Troubleshooting: Diagnosing and resolving basic technical issues such as password resets and account unlocks, software installation and Microsoft Office/365 queries, and basic hardware faults (laptops, printers, peripherals).
• Escalation: Identifying complex issues that need to be passed on to 2nd or 3rd line support teams.
• Customer service: Keeping users updated on the status of their tickets and ensuring high levels of customer satisfaction.
• Learning: Dedicating 20% of working hours to apprenticeship studies, workshops, and coursework.

Essential Skills & Attributes

• Communication: Excellent verbal and written English skills. Explain technical things to non-technical people.
• Passion for tech: A genuine interest in IT, computers, and how technology works.
• Problem solving: A logical mind that enjoys figuring out puzzles and fixing things.
• Empathy: Patience and desire to help people frustrated with technical problems.
• Team player: Willingness to ask for help and support colleagues.

Minimum Entry Requirements

• Maths and English GCSE – Grade 4/C or above.
• Right to work in England and have lived here for last 5 years.

Location

Birmingham Business Park (Onsite)

What We Offer You

Upon successful completion of the initial apprenticeship, our Internal First policy will enable you to express interest in further roles across our business areas including AI, Cyber Security, or Cloud Engineering.

• Training: Full support to achieve Level 3 Apprenticeship qualification.
• Mentorship: Coaching, team leadership and pastoral care to support development.

Benefits

• Competitive apprentice salary.
• 25 days annual leave + bank holidays.
• Private medical insurance and pension scheme.
• Employee discounts (retail, cinema, travel).

Diversity, Equity & Inclusion

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all. As a Disability Confident employer, we encourage applications from all applicants, especially differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to make reasonable adjustments to the application and assessment process to accommodate your needs.