IT Helpdesk Agent Apprentice


Employer description:

As the UKs largest independent travel agent, Hays Travel specialises in providing good value, quality holidays alongside excellent customer service.

From its inception, the business expanded steadily with shops cropping up across the north-east. In 1990, the first Hays Travel call centre opened, and in 1995 the Hays Travel Independence Group was formed – a consortium of independent travel retailers retaining their own independence and branding, but benefitting from Hays Travel’s buying power, technology, and back office functions.


An exciting apprenticeship opportunity is now available to join our IT department based in Sunderland, working in our busy IT department supporting over 1000 sites nationally.

The role involves supporting a wide aspect of ICT related issues both hands on via remote access, via remote management scripting software and over the telephone.

(Your salary will increase to 19K once you finish your apprenticeship.)

Key Responsibilities:

  • Troubleshooting and resolving everyday hardware/software problems, dealing with end user queries including but not limited to printing, firewall, software, hardware, LAN/WAN, DNS and routing issues
  • Supported rollout and management of new software and upgrades/patches
  • Management of Active Directory Users & Computers & associated technologies
  • The provision and monitoring of Antivirus protection and the removal of threats
  • Email account management supporting Office 365, POP3, SMTP & IMAP protocols


  • To undertake any other duties that may fall into the job criteria
  • To conform with all company policies and procedures including Health and Safety
  • To treat all employees, customer and suppliers with dignity and respect

This job description is not intended as an exhaustive list of all duties and responsibilities of the post, but simply reflects the key areas involved.

What we are looking for:

Capabilities and skills:

  • Personable telephone manner delivering excellent customer service
  • Ability to effectively communicate to all levels of staff
  • Ability to work to strict deadlines
  • Focused & able to work competently alone or within a team
  • Ability to act on own initiative and prioritise workload with confidence in your own decision making
  • Willingness to learn new software applications and processes
  • Able to apply an analytical thought process & adapt troubleshooting accordingly

Technical skills required:

  • Hand on experience of Microsoft Windows 10 and Microsoft Office Products
  • A basic understanding of Microsoft based networking technologies is required, such as TCP/IP, DHCP, and DNS etc.
  • A good understanding of ICT hardware & software troubleshooting

Experience required:

  • Experience in an IT helpdesk role is desirable but not a necessity

Further on the job training will be provided to the right candidate.

Entry requirements:

The entry requirements for this Azure Cloud Support Specialist programme are as follows:

  • 3 GCSE’s (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. 

Find out more here:

Working week:

Monday - Friday, 9am - 5:30pm.

37.5 hours per week.


The salary for the apprentices will fall under the Apprenticeship National Minimum Wage, and will jump up to NMW for age after 1 year of service. 

Future prospects:

Upon successful completion of the apprenticeship, a permanent role will be offered. 

Important Information:

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive year