IT Apprenticeship

Are you passionate about technology and eager to develop your IT skills in a fast-paced, hands-on environment?

Baltic is excited to be working with Citation to help them find their next IT Service Desk Apprentice. Citation is a leading provider of HR, Health & Safety, and Employment Law solutions, supporting over 16,000 businesses across the UK. The IT Service Desk is a busy, dynamic, and fast-paced team, supporting six individual businesses and over 1,000 colleagues. In this role, you will be the first point of contact for all IT services, requests, and incidents, gaining hands-on experience with hardware, software, and network support, while delivering excellent customer service in a professional and collaborative environment.

In this role, you’ll work towards your Level 3 Information Communications Technician, delivered by our expert training team at Baltic Apprenticeships.

A Typical Day in the Job:

• Receive and manage service requests through the portal, email, telephone, and face-to-face, ensuring they are handled promptly, accurately, and in line with agreed SLAs.
• Log and document incidents and service requests, identifying, classifying, and recording issues by type, symptoms, and resolution to maintain accurate records.
• Provide 1st line technical support, taking ownership of user issues and adopting a proactive approach to problem-solving.
• Act as a key point of contact for customers, delivering clear communication, timely updates, and an excellent overall user experience.
• Collaborate with 2nd and 3rd line support teams, as well as third-party vendors, escalating calls where required and monitoring SLA performance.
• Carry out administration of systems, maintain up-to-date documentation, and ensure the IT asset register is accurate.
• Install, configure, and maintain hardware including laptops, desktops, VoIP systems and RAM.
• Set up and configure software applications and accounts, including Microsoft 365, Microsoft Office Suite, RingCentral, and SharePoint.
• Work with both wired and wireless network devices, setting up connections and developing a strong understanding of network operations.

Full training and support will be provided by your workplace mentor and from the Baltic team.

Salary, Hours & Benefits:

• £23,000 per annum
• Monday to Friday 8am to 6pm Monday to Friday, with a shift rota.
• 25 days holiday
• Extra day off for your birthday
• A free coffee every week from Café Nero with a company mobile
• Discounted pizza every week from Pizza Express with a company mobile

Desired Qualities, Skills and Knowledge:

• Strong customer service skills, with experience engaging users via telephone and face-to-face.
• Ability to understand and respond to customer needs with empathy and professionalism.
• Excellent organisational and time management abilities, able to prioritise tasks effectively.
• Technical knowledge of computers, networks, and communication systems.
• High attention to detail, ensuring accuracy in all tasks and documentation.
• Capable of working efficiently and accurately under pressure in a fast-paced environment.
• Outstanding communication and interpersonal skills, fostering positive relationships with users and colleagues.
• GCSE Grade 5 in English and grade 4 in Maths is required for this role

This Level 3 apprenticeship provides everything you need to immerse yourself in the exciting world of technology and launch a rewarding career in IT. 

You’ll get hands-on experience in all areas of technical support, from configuring devices to supporting with software, optimising performance and setting up virtual environments. With our unique curriculum and one-to-one support, you’ll accelerate your skills and get the qualification and confidence you need to thrive in IT.

You’ll be based full time with an employer and will quickly become an important part of the team. Our training is 100% online, including real-time classes with our expert trainers and self-paced courses created by industry specialists. 

To apply, please submit your CV and a cover letter explaining your interest in the role and what you hope to gain from an apprenticeship with Citation. If your application is then successful, one of our recruitment consultants will be in touch to discuss your application further.

Eligibility Criteria

You must have the right to work in the UK, and valid residency status to apply for this apprenticeship.  

INDIT