Service Desk Technician Apprentice (Waterstons)
| Posting date: | 10 March 2026 |
|---|---|
| Salary: | £20,000 per year |
| Hours: | Full time |
| Closing date: | 09 April 2026 |
| Location: | DH1 5TS |
| Remote working: | On-site only |
| Company: | BPP |
| Job type: | Apprenticeship |
| Job reference: |
Summary
Short Description:
As an apprentice IT Engineer, you'll join our busy Service Desk team as the first point of contact for our customers. You'll help by answering calls, triaging tickets, and resolving incidents and service requests.
Some apprentices will also spend time working onsite with our clients.
Exceptional customer service is at the core of this role. We're seeking someone who is approachable, patient, and empathetic—someone who recognises that behind every ticket, phone call, or face-to-face interaction is a person in need of support.
Full Description:
As well as someone who loves IT, we're looking for someone with a passion for helping others and providing great customer service to our growing list of customers.
Questions to think about:
Tell us about a time you helped someone with a problem — what did you do, and how did they react?
If you could spend a weekend doing absolutely anything , what would you do and why?
What you'll do on a typical day:
· Provide outstanding customer service via phone, our ticketing system and in person.
· Triage incoming tickets and prioritise effectively
· Resolve incidents and service requests
· Learn and practise key IT processes including incident management, change control, and major incident response
· Work alongside experienced engineers and specialists to support our customers
Future Prospects:
To join one of our many functions;
· Service Desk as part of our 24h team
· Infrastructure monitoring as part of 24h team
· Backup assurance
· Technical Services
Salary rising to 26k throughout the duration of the apprenticeship.
Employer Description:
Waterstons is an IT and business consultancy founded in 1994 and headquartered in Durham, UK, with additional offices in London, Glasgow, and Sydney. The company specialises in a wide range of services including business and technology consulting, managed IT services, cyber security, software development, data and analytics, and project management. Known for its people-first culture, Waterstons offers flexible working, unlimited holidays, and a strong focus on learning and development. The firm is a trusted partner across sectors such as education, manufacturing, housing, and healthcare, and is one of only a handful of UK consultancies to hold both CREST accreditation and Certified Cyber Consultancy status from the National Cyber Security Centre. With a growing global team and ambitions to double its turnover by 2025, Waterstons continues to expand while maintaining a strong commitment to client success, innovation, and inclusivity.
Skills Required:
Having a driving licence is desirable, but not essential for the role.
Personal Qualities:
· Excellent customer service skills
· Strong communication skills
· A proactive attitude with a willingness to learn and develop Smart, dependable, and proactive
· The ideal candidate will have a strong passion for problem solving and inquisitive.
· They have a high level of interpersonal skills and can show a strong understanding of customer care.
· They should be proactive – able to speak out if they need help and pick up work without been asked.
· We're looking for candidates who present themselves well and show an understanding of basic professional behaviour in an office environment or self-awareness to learn these skills.
· They should have career aspirations beyond the Services Desk even if they don’t know what that is yet.
Qualifications Required:
· Maths and English - Minimum Grade 4 (C) or Functional Skills Level 2. Must also hold a Level 3 qualification.
· 104 UCAS points are needed as minimum requirement
Other Information:
We offer careers, not jobs. You'll get a personalised development plan, plenty of learning opportunities, and the freedom to shape your own path.
· Unlimited Annual Leave
· Private medical insurance
· Gym and retail discounts
· Opportunities to get involved in CSR
· And there's more!
As an apprentice IT Engineer, you'll join our busy Service Desk team as the first point of contact for our customers. You'll help by answering calls, triaging tickets, and resolving incidents and service requests.
Some apprentices will also spend time working onsite with our clients.
Exceptional customer service is at the core of this role. We're seeking someone who is approachable, patient, and empathetic—someone who recognises that behind every ticket, phone call, or face-to-face interaction is a person in need of support.
Full Description:
As well as someone who loves IT, we're looking for someone with a passion for helping others and providing great customer service to our growing list of customers.
Questions to think about:
Tell us about a time you helped someone with a problem — what did you do, and how did they react?
If you could spend a weekend doing absolutely anything , what would you do and why?
What you'll do on a typical day:
· Provide outstanding customer service via phone, our ticketing system and in person.
· Triage incoming tickets and prioritise effectively
· Resolve incidents and service requests
· Learn and practise key IT processes including incident management, change control, and major incident response
· Work alongside experienced engineers and specialists to support our customers
Future Prospects:
To join one of our many functions;
· Service Desk as part of our 24h team
· Infrastructure monitoring as part of 24h team
· Backup assurance
· Technical Services
Salary rising to 26k throughout the duration of the apprenticeship.
Employer Description:
Waterstons is an IT and business consultancy founded in 1994 and headquartered in Durham, UK, with additional offices in London, Glasgow, and Sydney. The company specialises in a wide range of services including business and technology consulting, managed IT services, cyber security, software development, data and analytics, and project management. Known for its people-first culture, Waterstons offers flexible working, unlimited holidays, and a strong focus on learning and development. The firm is a trusted partner across sectors such as education, manufacturing, housing, and healthcare, and is one of only a handful of UK consultancies to hold both CREST accreditation and Certified Cyber Consultancy status from the National Cyber Security Centre. With a growing global team and ambitions to double its turnover by 2025, Waterstons continues to expand while maintaining a strong commitment to client success, innovation, and inclusivity.
Skills Required:
Having a driving licence is desirable, but not essential for the role.
Personal Qualities:
· Excellent customer service skills
· Strong communication skills
· A proactive attitude with a willingness to learn and develop Smart, dependable, and proactive
· The ideal candidate will have a strong passion for problem solving and inquisitive.
· They have a high level of interpersonal skills and can show a strong understanding of customer care.
· They should be proactive – able to speak out if they need help and pick up work without been asked.
· We're looking for candidates who present themselves well and show an understanding of basic professional behaviour in an office environment or self-awareness to learn these skills.
· They should have career aspirations beyond the Services Desk even if they don’t know what that is yet.
Qualifications Required:
· Maths and English - Minimum Grade 4 (C) or Functional Skills Level 2. Must also hold a Level 3 qualification.
· 104 UCAS points are needed as minimum requirement
Other Information:
We offer careers, not jobs. You'll get a personalised development plan, plenty of learning opportunities, and the freedom to shape your own path.
· Unlimited Annual Leave
· Private medical insurance
· Gym and retail discounts
· Opportunities to get involved in CSR
· And there's more!