Job role includes

• Service desk support: Act as a first point of contact for IT support via phone and self‑service portal. Log, categorise, prioritise, and update incidents and service requests within the ITSM tool
• Resolve common IT issues at first contact, following documented procedures. Escalate complex or unresolved issues in line with defined escalation paths. Ensure users are kept informed of progress in a professional and timely manner
• Learning and apprenticeship commitment: Participate fully in the apprenticeship programme. Complete required learning activities, assessments, and reviews. Apply learning directly to day‑to‑day service desk activities. Use feedback constructively to improve performance and capability
• Process, security and documentation: Follow approved standard operating procedures, runbooks, and working practices
• Maintain accurate and complete ticket records. Contribute to knowledge articles as skills and confidence develop. Comply with information security, confidentiality, and data protection requirements
• Team and professional behaviours: Work collaboratively with colleagues across the service desk and IT teams. Demonstrate professionalism, reliability, and a customer‑focused mindset. Show willingness to ask questions and seek support when required