IT Helpdesk Apprentice

Redrow Group Services
Number of positions for this role
Flintshire - CH5 3RX


The Help Desk team works with the Technical Support and Software Support teams to deliver an efficient and cost effective IT service to the Redrow group of companies

The responsibilities of the team include logging new and tracking existing IT incidents to conclusion using our Help Desk database, resolving minor IT issues, answering and tackling all telephone calls into the Technical support and Help Desk teams, supply of stock consumables, administration of user accounts, application and user security audits.

The post holder will be heavily involved with day-to-day Help Desk activities including resolution of minor IT problems, answering and distributing telephone calls to members of the Technical support team.

Responsible for: Help Desk Supervisior

Responsible to: IT Head of Department



  • Log IT related queries onto the Help Desk database, providing the customer with refrence and priority details.

  • Piortise Help Desk icidents depending upon business urgency.

  • Resolve problems 1st line where possible.

  • Keep customer informed of incident progress at regular intervals.

  • Manage customer expectations.

  • Update Help Desk incident information to maintain topicality at all times.


  • Answer telephone calls for Technical support and Help Desk teams, ensuring that queries are tackled efficiently by either transferring the call to a team member or logging details on the Help Desk incident database


  • Maintain user, reference and misc. other documentation as required.


  • Reset and/or unlock user accounts passwords as required and in accordance with department procedures.

  • Report to management breaches in security as required.

What we are looking for

THE PERSON (Essential)

  • IT literate with a good understanding of Microsoft Office packages

  • 5 GCSEs including Maths and English at grade 4 or above (Grade C+) or an equivalent

  • Willing to learn

  • Excellent verbal and written communication skills

  • Ability to take on instructions

  • Excellent organizational skills

  • Able to work in both a teams as well as own initiative

  • Able to work to tight deadlines in a pressured environment

  • Willing to undertake further training, interest in technology and the  ability to problem solve as well as able to provide excellent customer service.

THE PERSON (Desirable)

Previous experience of working within an office (paid or voluntary)

Application tips

It’s not just about the placements we offer; Redrow want the right people working for us. As we expect a lot of applications, we need our successful candidates to stand out from the rest. We like our people to be different – so what sets you apart? What can you offer us? Why do you want to work at Redrow?

Be clear and concise, and make sure that everything that goes into your application represents your qualities.

What next? Our recruitment and selection process is designed specifically to get the best from you and demonstrate your personal qualities. So be yourself, take initiative, get involved and enjoy it!

Good luck!

Redrow is an equal opportunities employer and welcomes applications from all suitably qualified candidates, regardless of their race, sex, disability, religion/belief, sexual orientation, or age.

Job Description
Closing Date