End User Support Technician Apprentice

3 weeks ago


Doncaster UK, South Yorkshire, United Kingdom Just IT Full time

This is not a role directly to work at Just IT and includes a training course before interviewing for a full-time role in IT.


Please note the employer asks that you join a 12 week training programme delivered by Just IT. This will be delivered remotely and will provide you the necessary experience and skills required to start the role.


All candidates completing this will be guaranteed an interview for the apprenticeship


About the Company

Thales in the UK, part of the Thales Group, uses technology for the nation’s benefit, developing world-leading capabilities that help their customers think smarter and act faster. Their UK operations cover all Thales’ key business sectors, covering aerospace, defence, digital security and space.


Thales in the UK is currently seeking an IT Apprentice for one of their sites in Doncaster.


The purpose of this role is to work as part of the UK Service Desk Team, covering IT support to all UK business users and involves working on incidents and service requests using the Service Desk tool (Service Now). The work involves logging, troubleshooting, diagnosing and managing incidents through to resolution as well as assisting with Service Requests.


What does the 12-week Skills Bootcamp course cover?

Our IT Technician Skills Bootcamps will build the technical knowledge and hands-on skills needed to start your career. This will include industry recognised certifications that top employers are looking for;

  • CompTIA A+.
  • Microsoft 365.


Key Duties

  • Responsible for answering all calls and chats to the Service Desk within the SLA response times.
  • End to end call management of incidents through to resolution as required to ensure the incidents are resolved to the satisfaction of the customer and in-line with SLAs.
  • Assisting with end user service requests, either by logging them on the end users’ behalf, giving guidance around our service catalogue, or management of requests until resolution.
  • Accurately recording all incident details and troubleshooting activity into the Service Desk tool (Service Now).
  • Assisting in the provision of root cause analysis and troubleshooting, ensuring that all data is accurate and up to date where applicable.
  • Providing a high level of first time fix for all incidents.
  • Escalating incidents to the next level of management or technical support where SLA timescales are reached.
  • Ensuring regular updates are provided to the customer until incidents are resolved.
  • Assisting with User account creation in Active Directory.
  • Assisting with Email account management in Exchange.
  • Administration of data access within Active Directory
  • Deployment of Virtual Machines within VMWare.
  • Deployment and licencing of software using SCCM.
  • Adherence to Thales procedures, working practices and department specific processes.
  • Awareness and adherence of security requirements on our network.
  • Other ad-hoc duties as required to support the Service Desk operation.


Eligibility criteria

Skills Bootcamps are available to all adults, regardless of prior attainment aged 19+. Applicants must;

  • Must have a British passport
  • Must have 5 years residency
  • Must be able to reference the past 5 years
  • Able to commute to Doncaster
  • Employed, self-employed, career changers, returners to work or unemployed within the last 12 months.
  • Have the right to live and work in the UK.
  • Have access to a reliable internet connection with a PC/ Laptop.


Candidate Requirements

  • Excellent customer service skills
  • Confident
  • Logical thinker
  • Excellent organisational skills
  • Possesses a methodical approach to problem solving and troubleshooting.
  • Has an enthusiasm for Information Technology
  • Able to commit to a 12 week training programme prior to starting the role
  • Meets the eligibility above


Sound like you? Then send us an application and we will let you know if you are suitable for this position, or one of the other Apprenticeships we have available.


If you have any questions regarding this opportunity please reach out to us on the Just IT company page as we would love to speak with you.


Salary: £21,000 pa+



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