Digital Help Desk Level 3 Apprenticeship - Otagotech

Start your career in IT Support with Otagotech!

Help us keep businesses running smoothly by delivering fast, reliable technical support and solving real-world IT challenges every day.

Role Overview

We are looking for a motivated and enthusiastic Digital Help Desk Apprentice to join our growing team. This is an exciting opportunity for someone eager to start a career in IT and technology while gaining real-world, hands-on experience alongside a recognised qualification. You will become a key part of our support team—helping customers resolve IT issues, developing your technical skills, and learning from experienced professionals in a supportive and fast-paced environment. No previous commercial IT experience is required—just a genuine passion for technology, curiosity, and a strong willingness to learn.

Responsibilities

• Provide responsive first-line IT support to customers via telephone, email, and remote support tools, ensuring issues are handled quickly and professionally.
• Log, track, and manage incoming support requests using a service desk system, maintaining clear and accurate records at all times.
• Troubleshoot and resolve a wide range of common hardware, software, and network connectivity issues.
• Escalate more complex or technical problems to senior engineers, ensuring smooth handover and clear communication.
• Assist with the setup, configuration, and deployment of laptops, desktops, mobile devices, and user accounts.
• Support users with everyday IT needs including password resets, access permissions, and account management tasks.
• Contribute to onboarding and offboarding processes by preparing devices, accounts, and system access for new and departing users.
• Take part in IT projects and customer installations while continuously building your technical knowledge through structured apprenticeship training and hands-on experience.

Desirable Skills

• A genuine enthusiasm for technology.
• Friendly, confident, and approachable communication style.
• Strong logical thinking and problem-solving ability.
• A proactive learner who is eager to develop new technical skills and grow within the IT industry.
• Strong sense of responsibility and ownership of your work.
• Excellent attention to detail, ensuring accurate logging of information.
• Calm, patient, and resilient when dealing with technical issues or pressure situations, always maintaining a positive attitude.

Working Hours

• 35 hours per week, Monday to Friday.

Benefits

• Competitive apprentice salary with regular reviews.
• Dedicated mentoring and support throughout your apprenticeship.
• Company pension scheme.
• 28 days holiday allowance plus public holidays.
• Flexible working arrangements where appropriate.
• Hybrid working opportunities as the role develops.
• Access to training courses, certifications, and professional development.
• Modern equipment and tools to support your role.
• Casual dress code.
• Opportunities for progression into permanent and senior technical roles.
• Exposure to the latest technologies and cloud platforms.
• The opportunity to grow your career alongside a rapidly growing technology business.

Future Prospects

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

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.