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IT Service Desk Apprentice

Employer description:

Oncore IT is a Cloud Managed Service Provider (CMSP) with vast experience delivering and managing critical IT infrastructure for clients operating from highest standard secure datacentres in London and Amsterdam. The Business offers practical online cloud services and data storage solutions. 

Job overview:

The Service Desk Dispatcher is responsible for assignment of service tickets to internal and field resources. Monitoring and managing incoming client requests, so requests can be dispatched to the appropriate resource within the agreed SLA’s. Assist the backup engineer with his/her duties as required. 

Main role / duties:

  • Ensure service tickets are assigned to engineers within SLA
  • Triage all incoming service tickets including monitoring alerts and backup tickets in accordance to the set Priority
  • Answer all phone calls to the support desk logging all issues with accurate information
  • Escalation of all P1/P0 tickets to 3rd line or Network Operations Manager
  • Manage and log all third-party tickets
  • Monitor all ConnectWise boards to ensure service tickets are being worked on in accordance to the support desk ticket assignment policy
  • Work on Service tickets/issues as required
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages
  • Work collaboratively with clients, support staff, and management to avoid scheduling issues
  • Schedule delivered equipment or software installation based upon SLA
  • Review/prioritise outstanding support requests
  • Ensure that the right resources are assigned, that they have the appropriate information, time allocated, and any other resources required to do the job
  • Performs scheduling for routine pre-scheduled activity, on-demand requests, and emergency requests
  • Manage ConnectWise calendar appointments for all technical support staff to coordinate project and support work 

Desired qualities:   

  • Highly motivated and focused team player with sense of humour.
  • Demonstrate an understanding of technical ability proficient within the framework of your apprenticeship
  • Understanding of GDPR
  • Display strong organisational skills with a methodical approach to work
  • Have an understanding of what is required to communicate effectively between various business levels both internally and externally
  • Exhibit excellent time management skills 
  • Accurate documentation with excellent attention to detail 
  • Work well under pressure 
  • Display strong organisational skills with a methodical approach to work 
  • Flexibility - recognise that in line with Client requests, from time to time there could be a requirement to work outside of "normal" office hours 
  • Self-motivated and able to thrive in a fast moving, high-pressure working environment 
  • Client and team focused – understand the requirements of each 
  • Cooperative and proactive 

Desired qualification requirements: 

3 x GCSE (or equivalent) at grades A-C in any subject, plus GCSE English and Maths (or equivalents) at grade D or above. 

Working week:

5 days per week,

Monday - Friday,

7am-3pm or 9am-5:30pm or 10am-6:30pm,

37.5hrs per week [all details will be confirmed with the employer] 


£11,000 per annum 

Benefits / Future prospects:

  • 20 holiday- plus bank holiday
  • Progression to specialist and a permanent position. 

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.

IT Service Desk Apprentice

London, UK
Advanced Apprenticeship

Published on 1 Jun 2020