Job Details

Job Details:

Job overview:

The purpose of the job is to maintain and support the desktop client computing environments supported by the FDS Manchester Infrastructure group located at Blackley, Manchester.

Main responsibilities:

  • Provide telephone and remote first line IT support, liaising with other support teams and third parties
  • Take ownership for basic technical customer problems by asking relevant questions and resolving typical problems.
  • Escalate more complex issues to second line agents as necessary.
  • Maintain and update the knowledge database and contribute to the maintenance of relevant procedure, operating and user manuals as directed

Desirable qualities, skills and experience:

Essential experience:

  • Basic knowledge of Windows 10 operating system and associated technologies
  • Some PC hardware awareness and fault diagnosis skills

Desirable experience:

  • Some customer service experience preferable

Personal attributes:

  • Flexibility to travel to a customer site and work out of hours where necessary
  • Ability to work well in a team
  • Good written and verbal communication skills


  • Thoroughness
  • Initiative
  • Analytical Thinking
  • Flexibility
  • Concern for standards and impact
  • Customer Focus

Desired qualifications:

3 x GCSE (or equivalent) at grades A-C in any subject, plus GCSE English and Maths (or equivalents) at grade C or above.

Working week:

Three shift patterns: 6:45am – 3:00pm / 8:45am – 5:00pm / 9:45am – 6:00pm.


  • Exposure to IT environment
  • Good learning platform

Important Information:

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.

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Apply now