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IT Service Desk Apprentice

Connect Systems Limited · Chesham · posted 28 October 2026

Wage
£19,000 a year
Hours
40 hours a week
Duration
1 Year 5 Months
Level
Advanced (Level 3)
Standard
Information communications technician (level 3)
Starts
2 December 2026
Closing date
25 November 2026
Positions
1

Apply on the official government service →No Apprentice League account needed — we never gate applications.

  • Work tickets from the service board in priority order, with full notes and accurate time entries
  • Keep clients updated at every stage and confirm resolution before closure
  • Be the first point of contact for all client tickets, providing first contact resolution where possible
  • Liaise with clients, internal staff and third parties to deliver a consistent service
  • Triage incoming tickets — categorise, prioritise and assign or resolve — in line with the triage process
  • Capture the right information first time so that escalations do not bounce back
  • Resolve common issues first time — passwords, Microsoft 365, printing, endpoint and user set-up
  • Escalate to Tier 2 promptly when a ticket is beyond 1st line or at risk of SLA breach
  • Meet response and resolution SLAs on every ticket assigned
  • Encourage SmileBack responses and act on feedback
  • Ad hoc site visits or onsite engineer cover may occasionally be required, where you will be expected to represent the company professionally
  • Continuously build knowledge across the software and hardware technologies the team supports
  • Develop internal documentation as required
  • Work with the Service Desk Manager to develop internal processes

Your 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, well-being, and readiness for assessments.

Where it leads

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

About Connect Systems Limited

Connect Systems is an IT support and managed services company. They provide technology infrastructure and services.

Things to consider

Passing a Disclosure and Barring Service (DBS Check).

A car driver is essential.

Skills they're looking for

Communication skillsIT skillsProblem solving skillsTeam working

Entry requirements

  • GCSE 3 of any subject (grade 4+ (A* - C)) — essential
  • GCSE Maths & English (grade 3+ (D or above)) — essential

Where you'll work

  • THE ISLAND, MOOR ROAD, CHESHAM, HP5 1NZ

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