Apprentice, IT Operations

About the Role

Seeking a highly client-focused Apprentice, IT Operations to serve as the first point of contact for colleague support across technology, business applications, and day-to-day operational enablement. Provide Level 1 support across end-user technology, productivity platforms, and business applications, delivering consistently high-quality, professional, and empathetic support. Operate in a modern, AI-enabled support environment, leveraging automation, self-service, and copilots to resolve issues efficiently, while exercising sound judgment when escalation is required. Success is defined by issue resolution, clarity of communication, ownership through to closure, and the overall client experience.

Key Responsibilities

• Act as the first point of contact for incidents, requests, and questions across technology and business applications.
• Engage users through multiple channels (ticketing system, chat, email, phone, collaboration tools) with professionalism, empathy, and clarity.
• Translate technical and application-related issues into clear, plain-language explanations.
• Provide Level 1 support for:
• Operating systems, browsers, and productivity platforms (e.g., Microsoft 365, Teams, Exchange)
• Business and productivity applications within defined Level 1 scope
• Network access and basic connectivity (Wi-Fi, VPN, remote access)
• Basic device and account support
• Contribute to continuous improvement by:
• Accurately categorizing and tagging tickets.
• Converting repeat issues into knowledge base articles.
• Providing feedback to improve AI accuracy and self-service effectiveness.
• Perform Level 1 identity and access tasks in line with policy:
• Password resets, account unlocks, MFA setup and troubleshooting.
• Standard access requests using predefined roles and workflows.
• Support onboarding/offboarding processes to ensure colleagues have the right access at the right time.
• Follow identity verification procedures rigorously.
• Support initiatives focused on raising service quality, improving first-contact resolution, and reducing repeat incidents.

Collaboration

Collaborate closely with:

• Service Desk & Infrastructure teams supporting core platforms, endpoints, and networks.
• Application owners and vendors supporting business and productivity applications.
• Information Security to ensure secure handling of accounts, devices, and data.
• HR and business stakeholders supporting onboarding/offboarding processes and ongoing user needs.

Requirements & Tech Stack

Basic Knowledge & Learning Foundation

• Basic understanding of IT support or service desk concepts (academic, project, or internship experience acceptable).
• Familiarity with:
• Windows and/or macOS, browsers, and mobile devices.
• Cloud productivity tools such as Microsoft 365 or Google Workspace.
• Basic networking concepts (IP, Wi‑Fi, VPN – beginner level).
• Interest in AI tools, automation, and modern IT systems.

Core Competencies

• Client-First Mindset: Treat support as a service relationship.
• Exceptional Communication: Clear, calm, and audience-appropriate communication.
• Judgment & Ownership: Ability to resolve, escalate appropriately, and stay accountable.
• Curiosity & Learning: Willingness to document, share knowledge, and continuously improve.
• Security-Conscious: Consistently follow security and data protection practices.

What We Offer

• Your community: belonging through collaboration, inclusion and flexibility. Enjoy social events, volunteering and corporate social responsibility. Flexible work practices for work-life balance.
• Your growth: meaningful work, continuous learning budgets, paid study days and support for professional designations.
• Recognizing you: competitive total compensation, retirement savings support, wellness credits, enhanced parental leave, and comprehensive health benefits.