Job details
- Company Name: Community Gateway Association
- Salary:National Minimum Wage for Apprentices
- Location:Preston
- Weekly hours:37.5
- Apprenticeship course duration:3 years
- Closing date:19 December 2025
- Vacancy reference:VAC-00204
- Sector(s):Technology
Job summary
You will work as part of CGA’s Service Desk team which is responsible for supporting and maintaining IT systems and providing efficient desktop support to all business users. The role will be responsible for the handling of IT tickets raised, initial diagnosis, resolution and assignment to the appropriate member of the team.
Full job description
The role includes the following responsibilities:
User Support (Frontline Helpdesk):
- Answer incoming calls, emails, or tickets from users needing IT assistance.
- Log incidents and service requests in the ticketing system.
- Resolve common issues like password resets, software installation, printer problems, or connectivity issues.
Issue Diagnosis & Escalation:
- Perform basic troubleshooting and resolve issues where possible.
- Escalate more complex problems to 2nd and 3rd line support teams with detailed notes.
Remote Support Tools:
- Use remote access tools (e.g. TeamViewer) to assist users.
Documentation & Reporting:
- Maintain accurate records of issues and resolutions.
- Update knowledge base articles and internal documentation
The post holder will be required to undertake other duties from time to time which are broadly consistent with the level and responsibilities of the role.
Course
Degree Apprenticeship
Digital & Technology Solutions, BSc (Hons) - Degree Apprenticeship
Considerations
Working pattern:
Monday - Friday 9am-5pm on-site
Successful candidates must meet the required UCAS points for degree entry, with employment starting January 2026 and degree studies commencing September 2026.
The successful candidate will need:
Essential:
- Demonstrate a positive attitude and an excellent customer focus
- Demonstrate excellent interpersonal and customer service skills
- Demonstrate understanding and empathy with the needs of diverse groups and individuals
- Exceptional listening skills and professional curiosity to really understand what service is required
Desirable:
- Basic understanding of Windows OS, Microsoft Office and general IT Systems
- Experience in mobile & tablet devices
- Knowledge of ITIL Process
- Previous experience of working on a helpdesk
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
