IT Customer Service Desk Apprentice

North West London

This vacancy is now closed


Employer description: 

Wellcome is a global charitable foundation established in 1936. 

Through our work we support science to solve the urgent health issues facing everyone. We fund curiosity-driven research, and we're taking on three of the biggest health challenges facing humanity – climate change, infectious disease and mental health. 


We are now looking for an eager candidate to join us as an apprentice.  

You will have the opportunity to gain valuable skills, knowledge and experience as you complete an IT systems and networking - Azure Cloud Support Specialist - Level 3 Apprenticeship. 

Key Opportunities / Duties:

  • You will be given the opportunity work and learn within an organization that exists to improve health for everyone, by helping great ideas to thrive.
  • You will gain hands-on working experience across a wide range of technical areas within a high functioning, varied and diverse corporate environment, that not only values its staff but creates real opportunities for career advancement.
  • We can teach you how to install, configure and administer Windows based, MAC OS & iOS devices and operating systems, hardware and support tools.
  • You will also learn diagnostic techniques and how to resolve IT related issues and service requests, via telephone, remote, and face to face support, utilizing some of the latest technologies available. 

Development Goals:

We will teach using a direct approach, how to accurately record and resolve IT issues made by phone, in person, by email into the Trusts ticketing system Service Now. 

You will learn how to understand the various types of technical issues that can occur and the classifications of each type, ranging from Incidents to Service Requests, Changes and Problems. 

What we are looking for:

Technical Background:

  • Practical knowledge of any Windows and Apple Operating Systems, Office 365
  • Practical knowledge of hardware – i.e., knowing a motherboard from a Hard disk drive
  • Applicable knowledge of web browsers, Apps and Tools
  • Have a good understanding of Mobile Devices
  • Any experience in a customer orientated environment i.e., Retail or Call Centre

Professional skills:

  • Excellent customer service
  • Methodical, logical approach
  • Have a keen analytical mind
  • Have great Interpersonal and communication skills and an ability to relate to people experiencing technical issues.
  • Great time keeping and ability to work to deadlines


  • Have above average school/college education
  • You will be afforded the opportunity to train in relatable IT qualifications such as but not limited to CompTIA, ITIL, Microsoft, IOS, and various hardware
  • You will be afforded time off to attend college in the pursuit of these qualifications
  • You will be given the opportunity to Learn while you Earn 

Personal qualities:

  • Positive, proactive, energetic and engaging
  • Highly motivated and motivating, able to captivate and influence others
  • Customer focused and results driven
  • Flexible, and Hands-on and versatile approach
  • Can do attitude and willing to go the extra mile
  • Creative in approach
  • Willingness and desire to learn new skills 

We value talented people from diverse backgrounds who help to make our vision a reality. 

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:


£23,000 per annum. 

Future prospects:

92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks. 

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 years.