Service Desk Apprenticeship

Mill Lane, Digbeth

Job Details


UK Head Office - IT

Contract Type


Working Pattern

Full Time


£18,525 per annum

Closing Date

08/08/2021 16:00

Join us on the Journey...

National Express Group is a leading public transport operator with bus, coach and rail services in the UK, Continental Europe, North Africa, North America and the Middle East. Passengers made 939 million journeys on our services in 2019.

Reporting to the IT Operations Manager, the IT support apprentice will be required to provide support of the IT systems and services across the business. This will include handling through to resolution First Line/Level 1 incidents and problems as well as working with other members of the IT team to help resolve 2nd Line/Service issues.

Apprentice Technicians will mix a programme of study, with external providers and through in-house learning activities, with activities to support staff and students across the Foundation and general maintenance tasks designed to ensure that the technology remains effective and usable.

As the successful candidate, you will possess an IT qualification (either A Level or GCSE) and  secondary school education, with 5 GCSE passes, including Maths and English at Grade D as a minimum or above, along with a desire to develop knowledge and skills through attending relevant courses and actively seeking to broaden these. You will have excellent customer service and communications skills with the ability to be able to communicate effectively on business issues with internal and external parties.

What you'll do...

  • Support for the delivery of the Foundation-wide SLA across all departments;
  • Adherence to company policies and procedures;
  • An initial point of contact for clients requiring help with IT issues and queries;
  • Proactive maintenance for IT systems and software;
  • Accurate service desk information to enable the analysis of issues and effective configuration recording and management;
  • Effective troubleshooting, analysis and resolution of issues, using support from the wider IT team where appropriate;
  • Assist in the deployment of new client device software builds as and when required;
  • Assist in the deployment of hardware devices as and when required;
  • Support for activities associated with the company whereby clients may require a higher degree of support during the implementation and testing of new tools and technologies;
  • Occasional support outside of normal working hours, including weekends, for specific activities.


In return, we offer a wide range of benefits such as...

  • Free travel for you and your partner
  • Company pension
  • Access to NX Health Bus
  • Employee Assistance Programme
  • Variety of deals and discounts available through NX online portal

Things to note...

National Express has a very high focus on health and safety and as a result operates a strict Drugs and Alcohol Policy which is applicable to all employees.

Drug and Alcohol testing is completed as part of the assessment process as well as random checks during employment according to the policy.



Your place in our world

Service Desk Manager
Service Desk Apprenticeship