IT Level 3 Apprenticeship 2026 - Bates IT

Responsibilities

• Liaise with customers via phone, remote sessions, video conferencing and ITSM to assist with 1st line IT issues.
• Resolve 1st line issues and requests such as systems access, password resets & unlocks.
• Troubleshooting hardware issues.
• Perform troubleshooting and fault diagnostics.
• Perform basic IT system administration tasks such as setting up new access accounts or disabling accounts.
• Complete ticket requests with a high level of diligence using the ITSM.
• Triaging tickets and assigning to correct 2nd and 3rd line resolver groups.
• Teach users to use self-service tools where appropriate.
• Maintain a customer focused approach, delivering superb value to the customer base.
• Always provide excellent customer service, offering empathy and patience to customers.
• Take accountability and ownership for all assigned issues.
• Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes.
• Adhere to strict SLAs agreed with the trust.

Desirable skills

• Experience of working in a customer service role.
• Basic general fault diagnosis.
• Knowledge of ITIL.
• Excellent customer service.
• Strong communication skills.
• A team player who is self-motivated, enthusiastic, and keen to learn.
• Diligent with good time management skills and the ability to prioritise tasks.
• Proactive approach to work, with a positive and flexible attitude.
• Ability to work onsite at the customer base (Swandean) Monday to Friday.

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)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject
• You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.
• If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

Working hours

Monday to Friday, 9am – 5:30pm

Benefits

• Pension.
• Sick pay.
• Dress down.
• Regular outings.

Future prospects

• Possibility of full-time employment

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.