Location: Birmingham Business Park, B37 7YN Onsite Travel required: Yes As a Disability Confident employer, our aim is to ensure that disabled applicants who meet the minimum criteria for this position will be offered an interview. The data is only used for the purpose of providing additional support at interview. If this is applicable to you, please ensure you answer Yes to the question regarding disability included in the application form for our awareness. Job Description: 1st Line Support Desk Apprentice Programme The Opportunity Atos are investing in our future by investing in yours. We have recently announced our intentions to provide services to many of our customers through UK based delivery capability, offering long-term careers within the communities of Birmingham from where we operate and will grow our business from over the next decade. The Role Are you the person your friends and family turn to when their computer breaks? Do you have a passion for technology and a desire to develop a career in IT? We are building a team to provide IT Support and Services to one of our critical public sector clients, with users across the UK. The initial team will work as 1st Line Support Desk Agent, under an Apprentice programme, completing a nationally recognised qualification while fulfilling your role. You will be the "face" (and voice) of Atos for our clients. You will be the first point of contact for users experiencing technical issues, helping to resolve them quickly and efficiently. Key Responsibilities As an apprentice, you will gradually take on more responsibility as your skills grow. Your day-to-day will include: Being first Point of Contact: Answering incoming calls, emails, tickets and web chats from clients regarding IT issues. Incident Logging: Accurately logging details of faults and requests into our Service Management tool. Troubleshooting: Diagnosing and resolving basic technical issues such as: o Password resets and account unlocks. o Software installation and Microsoft Office/365 queries. o Basic hardware faults (Laptops, Printers, Peripherals). Escalation: Identifying complex issues that need to be passed on to 2nd or 3rd line support teams. Customer Service: Keeping users updated on the status of their tickets and ensuring high levels of customer satisfaction. Learning: Dedicating 20% of your working hours to your apprenticeship studies, workshops, and coursework. Who We Are Looking For You do not need previous professional IT experience. We hire for potential and attitude. Essential Skills & Attributes: Communication: Excellent verbal and written English skills. You will be explaining technical things to non-technical people. Passion for Tech: A genuine interest in IT, computers, and how technology works. Problem Solving: A logical mind that enjoys figuring out puzzles and fixing things. Empathy: Patience and a desire to help people who are frustrated with technical problems. Team Player: Willingness to ask for help and support your colleagues. Minimum Entry Requirements: Maths and English GCSE Grade 4/C or above. You must have the right to work in England and have lived here for the last 5 years. We Care About Our Employees' Happiness By providing: Pension Scheme - contributions matched up to 10% Private medical Cover Income Protection Life Assurance 25 days paid leave National Holidays Flex benefits program As a Disability Confident employer, we encourage applications from all applicants, especially, differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to making reasonable adjustments to the application and assessment process to accommodate your needs. We are a care leaver friendly employer, if you require additional support with your application, please contact our recruiter