Service Desk Engineer

Description:

Cybit is seeking an enthusiastic and motivated individual for the role of Service Desk Engineer (End User Support) under an apprenticeship scheme. This opportunity is ideal for someone passionate about technology and eager to develop a career in IT support.

As part of the End User Support team, you will be responsible for providing technical support and maintenance to business users. You will handle service requests and incidents professionally and efficiently, ensuring smooth and continuous IT operations across various systems, hardware, and applications.

You will be based primarily at Cybit’s Newcastle office with occasional flexibility for remote work. The role entails 37.5 working hours per week, Monday to Friday.

This apprenticeship is a gateway to acquiring essential IT support skills, and you’ll work alongside seasoned professionals in a supportive and inclusive environment. Cybit values learning and will offer mentoring and hands-on experience to help you grow.

Key Responsibilities:

• Provide first-line technical support for end users and IT systems.

• Troubleshoot and resolve issues related to hardware, software, and applications.

• Log, track, and manage support requests in line with service level agreements.

• Communicate effectively with users to deliver exceptional customer service.

• Collaborate with other team members to resolve complex technical problems.

Eligibility & Requirements:

• A keen interest in technology and IT support (through qualifications, work, or hobbies).

• Basic knowledge of Microsoft Windows 10 and Microsoft 365 applications.

• Strong verbal and written communication skills, including a professional telephone manner.

• Previous customer service experience is advantageous.

• Must be enthusiastic, reliable, and eager to learn within a team-oriented environment.

Benefits:

• Bonus scheme

• Pension scheme

• 33 days annual leave including bank holidays (with an option to purchase more)

• Healthcare cash plan

• Employee assistance programme

• Occupational sick pay

• An inclusive, respectful workplace that supports equality, diversity, and personal growth