Digital Helpdesk Support Level 3 Apprenticeship - DS Business Solutions

Launch your IT support career with DS Business Solutions! Earn while you learn, help customers solve technical issues and build hands-on skills across digital systems and troubleshooting. Overview Programmes: Digital Applications Support Role: Digital Applications Support SCQF L6 Locations: Glasgow - DS Business Solutions, Glasgow Yearly salary: £19,000 Working hours: 8.30am - 5.30pm, Monday to Friday About the role: 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. 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 develop new technical skills What we offer: We are committed to developing talent and helping our people build rewarding careers. You'll be joining a supportive team where you can learn from experienced professionals, gain industry-recognised qualifications, and play an important role in delivering exceptional service to our customers. Company vehicle provided for business use Laptop, tablet, and mobile phone supplied Full training on Konica Minolta devices, software, and managed print technologies Support towards completing a Digital Helpdesk Support SCQF Level 6 apprenticeship Ongoing mentoring and development from experienced engineers and technical specialists Quarterly performance bonus scheme Opportunity to gain hands-on experience across IT support, customer service, digital systems, and managed print solutions Clear career progression opportunities within a growing technology business Future prospects: 90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average. About the Company 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. How to apply To apply for this role and to find out more, please click on the apply button. Please note that applications may close before the application deadline, so apply early to avoid disappointment.