1st Line Service Desk Agent Apprenticeship Programme

Summary

We are building a team to provide IT Support & Services to one of our critical public sector clients.

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.

Wage

£18,000 a year

As within salary set - No bonus at start point.

Training course

Information communications technician (level 3)

Hours

Monday - Friday, may have some shift patterns, e.g. 7.00am - 3.00pm or 11.00am - 7.00pm (to be confirmed).

37 hours a week

Start date

Friday 19 June 2026

Duration

1 year 6 months

Positions available

3

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

As an apprentice, you will gradually take on more responsibility as your skills grow. Your day-to-day will include:

• 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

- 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 your working hours to your apprenticeship studies, workshops, and coursework

Where you'll work

3300 Solihull Park Way
Birmingham Business Park
Birmingham
B37 7YQ

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

SOLIHULL COLLEGE AND UNIVERSITY CENTRE

Training course

Information communications technician (level 3)

What you'll learn

• Interpret and prioritise internal or external customer's requirements in line with organisation's policy
• Apply the appropriate tools and techniques to undertake fault finding and rectification
• apply Continuous Professional Development to support necessary business output and technical developments
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
• Manage and prioritise the allocated workload effectively making best use of time and resources
• Complete documentation relevant to the task and escalate where appropriate
• Install or undertake basic software upgrades,either physically or remotely
• Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
• Provide remote/F2F support to resolve customer requirements
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
• Identify and scope the best solution informed by the system data associated with the task
• Test and evaluate the system's performance and compliance with customer requirements.
• Escalate non routine problems in line with procedures
• Use basic scripting to execute the relevant tasks for example PowerShell, Linux
• Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
• Apply the necessary security, in line with access and/or encryption requirements
• Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
• Test and evaluate network environments
• Monitor performance and usage of a network
• Deploy applications on a network
• Set up storage and data access for staff
• Apply necessary security measures, in line with access requirements to a network
• Carry out routine maintenance across network systems, ensuring organisational compliance
• Monitor network-related workloads including DNS and firewalls
• Install or undertake basic upgrades, either physically or remotely
• Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
• Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
• Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
• Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
• Interpret and prioritise internal or external customer's requirements in line with organisation's policy
• Apply the appropriate tools and techniques to undertake fault finding and rectification
• apply Continuous Professional Development to support necessary business output and technical developments
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
• Manage and prioritise the allocated workload effectively making best use of time and resources
• Complete documentation relevant to the task and escalate where appropriate
• Install or undertake basic software upgrades,either physically or remotely
• Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
• Provide remote/F2F support to resolve customer requirements
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Training schedule

• College day release at Solihull College's Blossomfield Campus
• Weekly day release - timetable to be given at the start of the programme

Requirements

Essential qualifications

GCSE in:

GCSE's in Maths & English (grade 4/C or above)

Desirable qualifications

Other in:

• IT (grade Level 2)
• STEM (grade Level 2)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Patience

Other requirements

Local Atos office – Birmingham Business Park. This will be onsite at all times outside of the apprenticeship. No home or hybrid working.