Find an apprenticeship
Customer Facing IT Helpdesk Apprentice
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Are you passionate about technology, enjoy helping people, and want to build a successful career in IT? DHL Express is looking for a motivated and enthusiastic Apprentice to join our Customer Facing IT team. This is an exciting opportunity to gain hands-on experience in a fast-paced IT support environment.
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
- Act as a professional first point of contact for Helpdesk enquiries.
- Log and manage incidents and service requests accurately.
- Gather information to help diagnose technical issues.
- Learn how to use industry-standard service management and support tools.
- Assist with troubleshooting and resolving routine IT problems.
- Maintain accurate records and support documentation.
- Escalate more complex issues to experienced team members when required.
- Contribute to knowledge articles and process improvements.
- Support customers with professionalism, empathy, and clear communication.
Where you'll work
Southern Hub
Unit 1
Horton Road
Colnbrook
SL3 0BB
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
REALISE LEARNING AND EMPLOYMENT LIMITED
Training course
Customer service practitioner (level 2)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
- Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
- Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
- Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
- Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
- Demonstrate patience and calmness.
- Show you understand the customer’s point of view.
- Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
- Maintain informative communication during service recovery.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Training schedule
This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.
Requirements
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Skills
- Communication skills
- IT skills
- Attention to detail
- Customer care skills
- Problem solving skills
- Administrative skills
- Logical
- Initiative
- Patience
About this employer
DHL Express UK is part of the Deutsche Post DHL Group - the world’s most international company. We operate in more than 220 countries and territories worldwide, enabling us to provide exceptional national and international career development opportunities. Within DHL Express’s pursuit to be The Logistics Company of the World we engage in a number of initiatives such as – Go Teach, Go Green and Go Help.
Company benefits
- Performance-related bonus opportunities.
- Generous holiday entitlement that increases with service.
- Excellent company pension scheme.
- Employee assistance and wellbeing programmes.
- Mental health first aid support.
- Retail, entertainment and gym membership discounts.
- Outstanding training and development opportunities with a strong focus on internal promotion.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Customer Facing IT Helpdesk Advisor.
Ask a question
The contact for this apprenticeship is:
REALISE LEARNING AND EMPLOYMENT LIMITED
The reference code for this apprenticeship is VAC2000044440.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills