Service Desk Apprentice (Claranet)

The Service Desk Apprentice will support Claranet’s customers by providing remote technical assistance across managed hardware and collaborating with connectivity suppliers. The role is entry‑level and designed for individuals eager to learn and develop core IT support skills in a fast‑paced, customer‑focused environment.

Working days are Monday to Friday, 37.5 hours per week.

Responsibilities

• Deliver the highest levels of service to Claranet’s customers.
• Provide customer support by responding to requests via multiple communication channels.
• Take responsibility for resolving all customer issues, ensuring updates within agreed SLA’s and rapid resolution.
• Maintain high end‑user satisfaction, measured through feedback and survey results.

Training & Career Development

Apprentices will progress through Firebrand’s Level 3 Information Communication Technician (L3ICT) Apprenticeship Programme, which offers pathways to Support Technician, Network Technician, or Digital Communications Technician roles. The programme includes:

• Vendor certifications: Microsoft Certified Azure Fundamentals (AZ‑900), CompTIA IT Fundamentals+, Certiport IT Specialist, Microsoft Certified Azure Administrator Associate (AZ‑104).
• Hands‑on training in network installation, commissioning and maintenance, and ICT hardware/software support.

Qualifications & Skills

• Good understanding and awareness of IT terminology.
• Ability to translate technical language into user‑friendly information.
• Highly motivated, pragmatic and energetic team player with a can‑do attitude.
• Interest in IT service management and ambition to develop a career in the industry.
• Excellent written and verbal communication skills.

Personal Qualities

• Self‑motivated and able to work under pressure.
• Excellent customer service skills and a customer‑focused mindset.

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