Digital Helpdesk Support Apprentice

DS Business Solutions is a leading provider of managed print services, document solutions, and IT support services. We work with organisations across a range of sectors, helping them improve productivity through innovative technology solutions, expert support, and outstanding customer service. Our team supports customers with multifunctional devices (MFDs), business software, digital systems, and technical services. We pride ourselves on building long-term relationships with our customers, providing reliable support and tailored solutions to meet their needs. As part of our continued growth, we are looking for an enthusiastic and motivated apprentice to join our team. This is an exciting opportunity to develop a career in IT and customer support while working towards a nationally recognised Digital Applications Support qualification. About the role: You will act as the first point of contact for customers requiring technical assistance and support. You will help users resolve a variety of digital and technology-related issues whilst developing valuable skills in troubleshooting, customer service, digital systems, and IT support. Working alongside experienced colleagues, you will gain hands-on experience supporting customers both remotely and on-site, building technical knowledge across a range of systems, software applications, and business technologies. Responsibilities: Act as the first point of contact for customer technical support enquiries via telephone, email, and digital support systems Log, monitor, update, and manage support tickets using the company's service management platform Develop expertise in DS Business Solutions' key business systems, including MPS Estate Management System, IT Database, Select Billing System, Service Logging System, Konica Minolta software applications and customer support tools Support customers with printing, scanning, networking, software, and connectivity issues Diagnose and troubleshoot technical issues, resolving first-line support requests wherever possible Escalate more complex technical issues to senior engineers and specialist support teams when required Assist with the installation, configuration, and maintenance of multifunctional devices (MFDs) and associated software solutions Maintain accurate records of customer interactions, support requests, resolutions, and technical updates Use digital tools and systems to monitor workloads, prioritise support requests, and track service delivery Produce reports and update system records to ensure data accuracy and service quality Contribute to continuous improvement initiatives by identifying recurring issues and suggesting improvements to systems and processes Required skills: A full, clean UK driving licence is required due to the field-based nature of the role Willingness to travel to customer sites as required A genuine interest in technology, IT support, and digital systems Strong communication and customer service skills Eagerness to learn and develo