Apprentice First Line Digital Support Technician

Inntel has grown from a small family business to become the UK’s largest independent meetings, events and travel management company. For over 40 years, we’ve been selecting venues, managing events, and arranging business travel and accommodation for our clients. But our culture has remained the same. We are a people-first company that prioritises the well-being of our teams above everything else.

Company benefits

• Employer paid Health Cash Plan
• Generous annual leave allowance, increasing with length of service
• Extra time off to volunteer
• Lifestyle savings through our partner Vivup
• Salary sacrifice schemes
• Interest-free loans
• Professional training and development through the Skills Council and apprenticeship programme
• Employee assistance programme
• Mental health training for all employees
• Reward and recognition schemes
• Menopause policy in place 
• Regular social events

What we're looking for

Are you curious about technology and love the satisfaction of solving a problem? Do you enjoy helping people, staying calm when something's not working, and figuring out why? If so, we'd love to hear from you.

We're looking for someone to join our LOGiC Helpdesk team, providing first line support for Inntel's online tools and clients via phone, email, webchat and face to face. This means logging, tracking and resolving support tickets, and escalating to the right place  when needed. You'll learn the tools inside out while building your technical knowledge.

You'll be a considered, practical problem solver with good communication skills, a self-motivated and collaborative approach, and the ability to manage your own workload with a good level of initiative.

Main duties and responsibilities

• Provide first line support for Inntel's online tools via phone, email, webchat and face to face
• Log all user requests and support issues in the IT tasks database, resolving them yourself or allocating to the right IT colleague
• Monitor the IT tasks database and keep IT and Inntel colleagues updated on the status of tasks
• Track and escalate outstanding tickets to internal teams or external suppliers as needed to meet Inntel's SLA requirements
• Identify recurring support issues and suggest improvements to reduce them
• Create and maintain documentation and knowledge base articles (guides, instructions, videos) for clients and colleagues
• Carry out regular checks to ensure tools and systems are working reliably, with consistent setup and data quality
• Learn new systems and processes to build your knowledge of Inntel's tools and grow within the role

Your apprenticeship

This role delivers the Digital & AI Support Level 3 Apprenticeship, with our training provider QA. You'll be supported throughout by a workplace mentor and QA's tutors, with protected time built into your week for structured learning.

Full details of the course are available here: pdf.qa.com – Digital & AI Support Level 3

Must haves

GCSEs (or equivalent) at grade 4 or above in English Language and Maths.

Hours of work

40 hours a week, Monday–Friday.

Please note this role is fully office based so you will be expected to be able to commute to our office in Feering.

We are an Equal Opportunities Employer and believe in hiring the best person for the job whoever they are, helping them thrive in their role and celebrating their individuality. We would like to encourage people from a diverse range of backgrounds to apply for our roles. If you need any reasonable adjustments or additional support during your application process, please let us know.        

Please note you must legally be allowed to work in the UK to be eligible for this role.

Ready to apply? Please submit your CV highlighting any relevant experience to be considered for this position.

Please note that we reserve the right to close this vacancy early if we receive a high volume of suitable applications. We encourage interested candidates to apply as soon as possible to avoid disappointment.