IT Service Desk Level 3 Apprenticeship 2026 - Access Group

Responsibilities:

• Provide 1st line support via our Service Desk system for a wide range of external and internal applications, operating systems, virtual environments and hardware and achieve team SLA’s
• Act as the 1st point of contact in delivering the best possible support to our customers and internal user base
• Log, update and manage all calls via the IT call logging system
• Incident categorisation, prioritisation and escalation of Service Desk incidents and requests
• Take ownership of problems and be proactive when dealing with all issues
• Provide basic maintenance and break-fix solutions of internal systems within SLA’s
• Allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents
• Communicate with all areas of the business including service notifications and service failure updates and user training and ‘how to’ information and guidance

Who we’re looking for

• Happy to help customers in such a way as to build their skills, increase their efficiency and enhance their enjoyment of using the systems you support
• Highly organised and disciplined with a passion for information technology
• Passion for providing exceptional customer service and drive to deliver service that exceeds the expectation of the end user
• School or college leaver looking for their first opportunity in IT

Desirable skills:

• Excellent customer service skills
• Understanding of mobile telephony and smart devices
• Understanding of Active Directory (desirable)
• Support knowledge of Windows 11/iOS/MacOS Operating Systems
• Knowledge of Microsoft Office 365 (desirable)
• A keen desire to learn new skills and develop a career in IT
• Flexibility for some out of hours work

Entry requirements:

• 3 GCSEs (or equivalent) at grades 4+ (A–C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Must not hold an existing qualification at the same or higher level as this apprenticeship in a similar subject
• Combinations of qualifications and experience demonstrating the minimum foundation may still be considered
• If holding international equivalents, must provide official documents stating comparability to UK qualifications
• More information available at UK ENIC website

Working hours:

• 9am – 5:30pm

Benefits

• In addition to 25 days holiday, match contributory pension and healthcare, you get: a competitive salary, giving back/charity days

Future prospects

• Growing software company committed to career progression
• Support to succeed and develop within Access UK Ltd
• Opportunity to accelerate your career and make a difference

How to apply

To apply for this role and to find out more, please click on the apply button. Please note that applications may close before the application deadline, so apply early to avoid disappointment.