IT Apprenticeship

Biffa is the UK's leading sustainable waste management company, providing innovative recycling and waste solutions to businesses and communities nationwide. As part of the IT Service Desk team, you'll play a key role in supporting colleagues across the business by delivering excellent customer service and resolving technical issues, while gaining valuable industry experience in a fast-paced environment.

As an IT Support Apprentice, you will become an essential member of the Service Desk team, providing first-line support for IT, telephony, network and application issues across the business. You'll learn how to manage incidents using ServiceNow, troubleshoot technical problems, meet Service Level Agreements (SLAs), and work alongside experienced IT professionals to build the skills needed for a successful career in IT support.

In this role, you’ll work towards your L3 Information Communication Technician qualification, delivered by our expert training team at Baltic Apprenticeships.

A Typical Day in the Job:

·      Providing first-line IT support to colleagues via telephone, email and the online customer portal.

·      Logging all incidents accurately within ServiceNow and gathering detailed information to aid troubleshooting.

·      Prioritising, updating and escalating support tickets in line with Service Desk procedures and agreed SLAs.

·      Delivering excellent customer service across multiple communication channels.

·      Troubleshooting hardware, software, network, telephony and application issues.

·      Escalating incidents to internal specialists or third-party suppliers where appropriate.

·      Maintaining accurate process documentation and ensuring it reflects any system or process changes.

·      Building positive working relationships with colleagues, stakeholders and external suppliers.

·      Supporting the onboarding and training of new team members where required.

·      Contributing to the Service Desk's performance targets, including answering calls promptly and resolving incidents efficiently.

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

Salary, Hours & Benefits:

• Salary – £25,174.50
• Monday – Friday 9 AM – 5:30 PM
• Generous Pension scheme
• Biffa Benefits – Retail, Leisure and travel discounts
• 25 days holiday + bank holidays
• Free onsite parking
• Cycle to work scheme
• Medical scheme

Desired Qualities, Skills & Knowledge:

• A genuine passion for IT and technology.
• Delivering a high level of customer service.
• Excellent verbal and written communication skills.
• Ability to investigate and troubleshoot user issues.
• Ability to work under pressure in a fast-paced Service Desk environment.
• Strong problem-solving skills and a willingness to learn.
• Team player with the ability to build positive working relationships.
• Organised with excellent attention to detail.
• Comfortable learning new systems, applications and technologies.
• Able to prioritise workload and manage multiple tasks effectively.
• GCSE Grade 4/C (or equivalent) in English and Maths.

Your Training with Baltic:

This apprenticeship provides the skills, qualification and experience you need to immerse yourself within an exciting, fast-moving industry and become an effective IT Support Technician.

Next Steps:

If this sounds like the role for you, send us an application! Once we receive your CV, one of our team will be in touch to help you with the next stage. The application process includes an informal chat with our recruitment team, followed by a more formal employer interview if shortlisted.

Eligibility Criteria:

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

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