About Arc:
Arc is a leading IT Managed Services Provider (MSP) based in the UK, delivering innovative and reliable IT solutions to businesses across various industries. With a strong reputation for excellence, we offer a range of services, including IT support, hybrid cloud solutions, cybersecurity, infrastructure management, PowerApps and AI. Our team is dedicated to delivering outstanding customer service and technical expertise to help businesses succeed.

Role Overview:
We are seeking a proactive and organised individual to join our Helpdesk team as an Apprentice (L3). In this role, you will serve as the first point of contact for customer enquiries, providing support for a range of IT-related issues. You will play a key role in delivering a high standard of customer service while developing your technical knowledge and professional skills within a supportive and fast-paced team environment.

Key Responsibilities:

As a Helpdesk Apprentice your main roles and responsibilities will include:

• Respond to customer queries via phone and email (we handle an average of 250+ calls per day)

• Accurately log IT-related issues into our help desk ticketing system (full training provided)

• Maintenance or repair of systems faults

• Support for the roll-out of installation and commission of new systems or upgrades

• Perform general administrative tasks to support the wider team

• Provide a professional and efficient service in every client interaction

Required Skills & Experience:

Qualifications:

5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Skills:

• Quick learner with a positive, proactive attitude 

• Reliable and dependable with a strong sense of responsibility 

• Calm and composed when working under pressure 

• Strong organisational and time-management skills 

• Excellent attention to detail, especially when recording client information 

• Previous customer service experience is desirable but not essential 

Future Prospects:

Following successful completion of apprenticeship, the idea is to move the individual into a 1st Line helpdesk role. within the company.

Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the Information Communication Technician L3 apprenticeship:

• CompTIA A+ Part 1

• CompTIA A+ Part 2

• CompTIA Cloud Essentials+

• BCS IT Service Management & Business Processes

What We Offer:

• A dynamic and supportive working environment.

• Opportunities for career progression within the company.

• Ongoing training and professional development.

Key Points:

Diversity & Inclusion: We celebrate diverse backgrounds and perspectives; they make us stronger. If you’re excited about this role, apply even if your experience doesn’t align perfectly. If not this one, you could be just the right fit for other roles we are recruiting for. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

UK Right to Work: All applicants must have the right to live and work in the UK. We cannot offer sponsorship at this time.

Accessibility: We are committed to providing reasonable adjustments for any candidates with disabilities. If you require adjustments, please outline these requirements in your application.