IT Service Desk Engineer Apprentice

Leeds, West Yorkshire

This vacancy is now closed


Employer description:

QA delivers training, apprenticeships, and tech skills to UK companies large and small. We believe everything starts with our learners – transforming their careers, and their lives are what motivates us.   


QA are recruiting for 3 IT Apprentices to support the internal teams.

Your responsibility will be to provide 1st line support to internal and external customers. Being the first point of contact, we want someone who will make a great impression and help resolve any incidents, where possible. You will have the ability to take responsibility for faults and work requests, and proactively seek resolutions for customers while keeping them informed of progress.

Main role / Responsibilities: [will include but not be limited to]:

  • Adopt ITIL best practice, to handle incoming incidents or requests to the Service Desk via: telephone, email or end-user portal to ensure courteous, timely and effective resolution of end user issues.
  • Escalate incidents where required to 2nd and 3rd line teams.
  • Display excellent customer service and maintain outstanding customer satisfaction levels
  • Record end user identification information
  • Record incident details with a high level of accuracy
  • Carry out initial analysis on incidents and requests to assess appropriate next steps
  • Prioritise, schedule and escalate incidents as and when required

Learning is not just a service we provide, it’s a way of life at QA, and we try to ensure that everyone has the opportunity to take advantage of our huge and varied range of learning and development options, so everyone is eligible for 3 Training Days every year, to focus on subjects they’re interested in.

We also know that many people like to “give back” and so we offer 2 paid Charity Days each year to support your chosen charity in whatever way you choose.  And if you get involved in charity fundraising, QA will also double any sponsorship money raised, up to £250.  This is over and above the charitable activities that we encourage through our annual QA fundraising drives – you can get involved with this as much or as little as you like.  We see it as a great way to foster team building too.

We all need to take time out to recharge our batteries from time to time and enjoy some down time, so we provide a fairly generous 25 days’ holiday per annum (rising to 28 days after 5 years) – with the option to buy more if you wish.

It’s important, too, to plan for the future and ensure we are able to maintain the lifestyle we have worked so hard to achieve, once we retire from the hurly burly and slow down to enjoy our later years, so we offer a defined contribution pension plan and will match your contributions up to a maximum of 4% of your basic salary.

Then there are two of our core benefit offerings, not the most exciting, but we consider it important to ensure everyone has the peace of mind provided by Life Assurance (4x your basic salary) and Permanent Health Insurance (after a qualifying period) in the event that ill health, or worse, disrupts our plans.

And finally, a few fringe benefits to assist with travel and lifestyle choices:

  • Season ticket loan
  • Corporate gym membership
  • Cycle to work scheme

Working week: One of the following shifts: 8:00am -4:30pm, 8:30am - 5:00pm, 9:00am - 5:30pm.

Salary: £14,000 - £16,000 per annum.

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:

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 programmes 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.