Start your IT career with Connect Systems! The IT Service Desk Apprentice role exists to get clients working again quickly, taking first contact on support requests, triaging them accurately and resolving common issues first time. The role owns its service desk tickets, SLA compliance, ticket triage, 1st line troubleshooting, and billable hours. You will demonstrate the following behaviours: Client-first - treats every ticket as a person who cannot work and communicates accordingly Ownership - sees a ticket through or hands it off cleanly; nothing is left in limbo Disciplined - records time, notes and documentation as the work happens, not afterwards Curious - looks for the root cause rather than repeating the same fix Team player - shares knowledge freely and asks for help before an SLA is at risk Responsibilities: Work tickets from the service board in priority order, with full notes and accurate time entries Keep clients updated at every stage and confirm resolution before closure Be the first point of contact for all client tickets, providing first contact resolution where possible Liaise with clients, internal staff and third parties to deliver a consistent service Triage incoming tickets - categorise, prioritise and assign or resolve - in line with the triage process Capture the right information first time so that escalations do not bounce back Resolve common issues first time - passwords, Microsoft 365, printing, endpoint and user set-up ..... full job details .....