Apprentice, IT Operations

We are 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. You will provide Level 1 support across end-user technology, productivity platforms, and business applications, delivering consistently high-quality, professional, and empathetic support experience.

You will 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 in this role is defined not only by issue resolution, but by clarity of communication, ownership through to closure, and the overall client experience.

What Will You Do:

You will 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
• 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.
• 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.
• Opportunities for automation, standardization, or experience improvement Support initiatives focused on raising service quality, improving first-contact resolution, and reducing repeat incidents.

What You Bring:

• 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: You treat support as a service relationship, not just a ticket queue
• 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 follows security and data protection practices

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