Summary
Hayley Dexis has an exciting opportunity available for a dynamic and motivated IT Service Desk Analyst Apprentice to join our well-established and experienced IT Team based at our HQ in Halesowen. You will join us on a full time, permanent basis and in return, you will receive an Apprentice level starting salary of £16,000.
Wage
£15,704 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 8:30am - 5.30pm
40 hours a week
Start date
Monday 20 October 2025
Duration
1 year
Positions available
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
Do you have an interest in IT and are eager to learn?
Ever wanted to learn how to provide technical support to others? Well, you are in the right place!
We’re looking for our next IT Service Desk Analyst Apprentice.
You’ll love to solve problems, getting to the root cause of issues whilst providing friendly and excellent customer service.
This opportunity provides hands-on experience and structured training to help you successfully complete your apprenticeship and launch your career in IT.
You’ll grow in confidence and customer service skills and learn how to prioritise your workload.
We’ll grow your systems experience with on-the-job learning and training on Microsoft Office/M365 and helpdesk systems. You’ll also get the opportunity to be involved in real-world IT projects.
Ready to start your journey in IT? We can’t wait to hear from you!
Key responsibilities
* Provide IT support via phone, face-to-face, and electronic communications
* Investigate and log incoming issues with accurate detail
* Escalate unresolved incidents to appropriate support teams
* Assist with software and hardware troubleshooting
* Maintain records through our service desk system
Where you'll work
Shelah Road
Halesowen
West Midlands
B63 3XL
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
HALESOWEN COLLEGE
Training course
Customer service practitioner (level 2)
What you'll learn
Course contents
* Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
* Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
* Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
* Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
* Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
* Demonstrate patience and calmness.
* Show you understand the customer’s point of view.
* Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
* Maintain informative communication during service recovery.
Training schedule
Customer Service Practitioner Level 2 Apprenticeship Standard:
* The succesful apprentice will be expected to attend an online lesson once a month
* In addiiton, they will be allocated with an assessor who will visit them within the workplace once every 6-8 weeks
Requirements
Essential qualifications
GCSE in:
* English (grade D/3)
* Maths (grade D/3)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Presentation skills
* Administrative skills
* Team working