IT Service Desk Engineer Apprentice

Launch your IT support career with Network ROI! Earn while you learn, solve real-world issues and help customers, with expert guidance and a recognised apprenticeship. The Role Launch your IT career with Network ROI! Are you passionate about technology and enjoy helping people solve problems? Network ROI is looking for a motivated and enthusiastic IT Service Desk Engineer Apprentice to join their growing team. This is an exciting opportunity to gain real-world experience in a fast-paced IT support environment while working towards a nationally recognised Digital Helpdesk Support Level 6 Apprenticeship with QA. You'll receive comprehensive training, hands-on experience, and support from experienced IT professionals as you develop the technical and customer service skills needed for a successful career in technology. As your confidence and knowledge grow, you'll take increasing ownership of customer support requests and work towards progression into a permanent Service Desk Engineer position. Responsibilities Provide first-line technical support to customers via phone, email and remote support tools. Log, categorise, update and manage IT support tickets using service management systems. Diagnose and troubleshoot common IT issues, following documented processes and guidance from senior engineers. Support users with Microsoft 365 applications, Windows devices, printers, business software and mobile devices. Assist with user account administration, password resets, device configuration and employee onboarding and offboarding activities. Help maintain security best practices, including multifactor authentication and endpoint protection tools. Respond to system monitoring alerts and identify when issues require escalation. Escalate complex technical issues to senior engineers where appropriate. Create and maintain clear documentation, knowledge base articles and ticket notes. Contribute ideas to improve customer service, documentation, processes and automation. What we're