IT Service Desk Apprentice


Employer description: 
Prolinx help organisations use technology to achieve their long-term goals and objectives. 
As an IT solutions provider specialising in the development of simple, secure IT, we enable organisations to collaborate to meet their objectives and to grow. Our services span end-user computing, data centre services, security and more.

We are looking for someone to join our service desk team to be part of a small but lively development and support team. 
A full training package is provided with possibilities for career development in this expanding business.

Salary: £18,000 per annum.

Routine duties include but are not limited to: 

  • Acting as an initial point of contact for external and internal customers providing support to users; ensuring that all communications to the Desk, phone calls, and emails answered promptly and in a professional and courteous manner 
  • Provide alert/event management utilising a suite of monitoring tools 
  • Follow agreed procedures and local work instructions (LWI) to enable effective service and support delivery responsibilities across a number of IT service functions in accordance with agreed SLA’s and KPI’s 
  • Responsible for general incident management ensuring that customers are provided with regular updates and progression is made in line with Service Level Targets 
  • Ensuring that all actions and diagnostics performed within life cycle of incident is recorded accurately in the Service Management Tool and that the incidents/tickets are escalated to the 2nd Line Support team where appropriate and in a timely manner 

What we are looking for:
Desired skills:

  • Excellent time management and organisational skills 
  • A flexible approach to work at all times and the commitment to ensure tasks are resolved to a deadline 
  • Able to respond quickly to changing priorities and work unsociable hours 
  • Has the ability to produce clear and concise working processes and procedures

Personal attributes: 

  • Passion about Service Delivery
  • Analytical & Problem solving skills
  • Excellent Time Management & organisational skills
  • A flexible approach to work at all times and the commitment to ensure tasks are completed to deadline
  • Able to respond quickly to changing priorities
  • Ability to produce clear and concise working processes and procedures.
  • Ability to work proactively, under one’s own initiative
  • Keenness to learn and progress professional career

Entry requirements:

  • 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. 

For more information, please visit the UK ENIC website. 

Working week:

  • Shift pattern: 4 day-shifts, followed by 4 days off, followed by 4 night shifts, followed by a further 4 days off, etc. [will be discussed upon interview]
  • 37.5hrs a week


  • 24 days holiday plus Bank Holidays
  • Extra Leave rewarded at 2 and 5 Years Service
  • Pension scheme
  • Cycle to Work scheme
  • Healthcare Cash Plan
  • Retail discount

Future prospects:
90% 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: 
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. 
Apply now!