Customer Facing It Helpdesk Apprentice

Customer Facing IT Helpdesk Apprentice

Location: Southern Hub, SL3 0BB

Apprenticeship Programme: Customer Service Practitioner Level 2
Contract: 2 Year Fixed Term, Full Time Onsite

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 while working towards a Level 2 Customer Service Apprenticeship. You'll learn from experienced professionals, develop valuable technical and customer service skills, and build the foundations for a future career within DHL's technology teams.

As a CFIT Helpdesk Apprentice, you'll become part of a team that supports DHL colleagues and customers by delivering excellent first‑line technical support. You'll:

• 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.

We're looking for someone with a genuine interest in technology and a desire to learn.

• Passion for technology, IT, and digital services.
• Strong customer service mindset.
• Excellent verbal and written communication skills.
• Good attention to detail.
• Organised with the ability to manage priorities.
• Positive attitude and willingness to learn.
• Strong teamwork skills.
• Basic problem‑solving and analytical ability.
• Professional approach to customer interactions.
• Basic knowledge of Microsoft Office applications.
• GCSE (or equivalent) in Maths and English.
• No previous IT support experience is required – we'll provide the training and support you need to succeed.

Throughout your apprenticeship, you'll:

• Develop technical knowledge across DHL systems, applications, and technologies.
• Build confidence in troubleshooting and issue resolution.
• Gain real‑world experience supporting customers and colleagues.
• Learn how IT support teams operate within a global organisation.
• Complete your apprenticeship qualification while earning and learning.

At DHL Express, we believe our people are our greatest asset. We invest in your development and provide outstanding opportunities to grow your career.

Our benefits include:

• Competitive salary
• Performance‑related bonus opportunities
• Generous holiday entitlement that increases with service
• Excellent company pension scheme
• Life Assurance
• Enhanced maternity pay
• Generous company sick pay
• Employee assistance and wellbeing programmes
• Mental health first aid support
• Retail, entertainment and gym membership discounts
• Cash dental plans and additional voluntary benefits
• Discounted health assessments
• Outstanding training and development opportunities with a strong focus on internal promotion

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

DHL International (UK) Ltd acts as a “Data Controller” and, in line with our responsibilities under the General Data Protection Regulations (GDPR), we take data protection very seriously. We collect and use your Personal Information in accordance with our Privacy Policy, which will be supplied as part of the recruitment process.