Service Desk Trainee

Location: County Durham

Service Desk Trainee

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Service Desk Trainee

Location:

Durham

Contract:

Permanent

Hours:

37 per week

Salary: £25,949 to £28,254 per annum dependent on experience

Closing Date: 23rd October 2026.

Are you a post-graduate and curious about technology, passionate about helping people and ready to build a career in ICT? We’re looking for a positive, customer-focused person to join Bernicia as a Service Desk Trainee.

This is a genuine development opportunity where you’ll gain practical experience, receive support from experienced colleagues and build the skills needed to succeed in an ICT Service Desk environment. You don’t need to know everything from day one: what matters most is your willingness to learn, communicate clearly and deliver excellent service.

About the role:

Be a welcoming first point of contact for colleagues who need ICT help, providing a reliable, friendly and customer-focused service.

Receive, log, prioritise and update incidents and service requests accurately, keeping colleagues informed throughout.

Ask the right questions, gather relevant information and carry out initial troubleshooting to help resolve ICT issues.

Provide clear guidance on the use of common workplace technology, including Microsoft 365, laptops, mobile devices and user accounts.

Escalate more complex issues to experienced colleagues, technical teams or the Service Desk Supervisor and learn from how they are resolved.

Help prepare and configure equipment and support routine hardware and software inventory activity.

Build positive working relationships with colleagues and external contacts across the business.

Contribute to Service Desk guidance, processes and knowledge articles so that support is consistent and easy to access.

Share ideas for improving Service Desk processes, ICT systems and the experience we provide to colleagues.

About you:

We’re interested in your potential. You may be starting your ICT career after finishing a graduate degree. You’ll need:

A recently completed degree in a related discipline.

A genuine interest in ICT and enthusiasm for developing your knowledge of Service Desk systems, processes and good practice.

Some relevant experience, learning or transferable skills gained through employment, education, volunteering or personal projects.

A basic understanding of common IT systems, software applications and digital devices, with the curiosity to learn more.

Good communication and customer-service skills, including the ability to listen, ask questions and explain information clearly.

A patient, organised and positive approach to solving problems and supporting colleagues.

The ability to work collaboratively, take responsibility for your learning and recognise when guidance or escalation is required.

A current and valid driving licence and access to a vehicle, as travel for business will be required.

The Benefits:

28 days annual leave (plus bank holidays) for full time employees; pro-rata to part time employees.

The ability to work from home up to 2 days per week.

Health cash plan membership so you can save money by claiming cash back – over £1000 each year - towards essential healthcare such as dental, optical, physio and loads more. We’ll also cover the costs of including any dependent children in the scheme – up to the age of 21 or 24 if in full time education – that you may have.

Access to savings on gym memberships plus cash back and discounts on purchases from major retailers including supermarkets, travel, cinema and more.

Generous pension scheme with life insurance.

A supportive team environment where you can gain practical…